Team Manager - Nights

Title: Team Manager
Location: Euston/ Warren Street (NW1)
Start Date: ASAP

Due to growth within the business, Addison Lee is seeking to recruit a motivated and sales driven full time Team Manager to work on the management team within our busy Call Centre covering the night shift. Reporting in to the Call Centre Manager, the jobholder is responsible for managing a team of agents and when required, supervising other teams.

The Team Manager is the one point of contact for their team. You should be available to answer all queries and problems in a professional manner. You will also ensure that the interface between the customer and the agents is of a high standard.

Addison Lee was established in 1975 and is today the market leader in moving people and parcels in London. As well as London's largest minicab fleet, we also offer courier services, coach travel and international deliveries, making us one of Europe's leading ground transportation companies. 

Personality is key as we are looking for an outgoing, hardworking, professional and passionate person with long term career aspirations that can get on with and influence people at all levels whilst gaining respect from your colleagues and fellow managers.

Main Duties

  • Responsible for leading a team of 15-20 inbound telephone booking agents
  • Coaching
  • Focusing on customer needs and excellence in service
  • Meeting Team and Call Centre KPI’s and SLA’s
  • Exploring ways to improve performance
  • Ensuring the smooth running of the department

 

Essential Skills

  • Demonstrable experience within a similar role
  • Proficient computer skills (Excel and Word)
  • Reporting and analysis skills
  • Excellent verbal and written communication skills

 

Performance Standards

  • Be polite, courteous and professional when communicating with clients, potential customers and staff
  • Ensure that at every opportunity that the services of the company are being promoted and marketed in a courteous and professional manner
  • Make every effort to ensure that customer / staff needs and expectations are being met
  • Ensure that all staff are motivated and acting in a professional manner, and working towards the quality standards set by the company
  • Be smart and well groomed and ensure that your appearance meets the high expectations of the Company, their clients, and set a good example to the staff
  • Ensure that all new agents within their team are trained in accordance with the rules and standards set out by Addison Lee Plc.


Addison Lee Plc is an equal opportunities employer and welcomes applications from all sections of the community.

If you have proven experience in a similar role and are seeking a challenging position within a company that is professional and fun then please send your CV to the Recruitment Manager along with a cover letter detailing your eligibility for the role to recruitment@addisonlee.com