Contact Centre Team Leader - Maternity Cover 12 months

LSH Auto is excited to announce a vacancy for a Contact Centre Team Leader to join our dynamic Customer Experience Centre based in Stockport on a temporary basis.

As Team Leader, you’ll manage and support a team of booking agents handling both inbound service enquiries and proactive outbound calls. Your role will be to inspire, coach, and lead by example – ensuring high levels of customer satisfaction, efficient booking processes, and achievement of individual and team KPIs – This is a temporary role required until September 2026.

Hours - 40

Salary - £27,040 plus OTE Bonus = £42,000

Key Responsibilities:

• Lead, motivate, and support your team to achieve daily, weekly, and monthly targets.
• Monitor and manage call quality, productivity, and adherence to processes.
• Drive customer retention by ensuring every interaction is professional, friendly with agents overcoming customer objections.
• Manage the team rota, breaks, and workflow to always ensure coverage.
• Review dealership diaries to ensure workshop capacity is maximised.
• Liaise with workshop and service managers to coordinate booking availability.
• Provide regular coaching and performance feedback to your team members.
• Report on key metrics and suggest improvements to performance and results.
• Keep morale high through recognition, encouragement, and constructive feedback.
• Conduct agent 1-2-1’s and HR related meetings.

Skills and Competencies:

• Has proven experience in a contact centre or service team leadership role.
• Understands inbound and outbound booking processes, ideally in an automotive or similar industry.
• Is a strong communicator, motivator, and problem-solver.
• Can thrive in a fast-paced environment.
• Has a passion for delivering outstanding customer service.
• Has a business mind set

Colleague Referral Scheme (£500 - £1000)

• A range of Mercedes Benz training and leadership programmes

• Platinum Plus Rewards Scheme

• Colleague Car Purchase Scheme

• Eye care Vouchers

• Life Assurance (4 x annual salary)

• 31 days holiday (including bank holidays), rising to 38 days with length of service

• Wellbeing Support

• Company Pension

• On site gym