Marketing Services Team Leader

Salary: £19,000 - £21,000 depending on experience

Location: Luton

Overseeing team\'s efforts to assist retailers to register new vehicles according to DVLA\'s guidelines.

Report monthly call figures
Review daily call statistics and work data into monthly summary charts

Retailer survey
Manage retailer survey every two months, conducted by the switchboard team. Collate the responses and present in a power point presentation

Co-ordinate outbound call outs
Collate information and distribute to team members, record results and feed back.

Quality assessments
Analysing calls for quality purposes and training

General day-to-day duties include:

Assist team by handling inbound calls, especially during peak periods
Actively participate in handling the team\'s workload
Promote a culture of motivation and positive morale amongst team members by building team spirit, participation and recognising the contributions of individuals by providing regular feedback on performance to enable staff to achieve the quality and performance metrics required
Allocate resources both personnel and technical, in line with the business requirements on a daily basis
Promote and participate in two-way communication within the team. Ensure the effective delivery of team briefs and the onward communication of necessary information
Ensure the continuous development of processes and procedures to support and enhance the effectiveness of the team in delivering a first class customer service
Conduct regular quality assessments with each team member along with 1-2-1 performance reviews and bi-annual appraisals, identifying training and development needs and setting team, business & personal objectives
Demonstrate a positive attitude, professionalism, initiative, and flexibility in performing daily job functions
Ensure the team staffing targets are met
Ensure team maintains professionalism at all times whilst working within strict service level criteria

Minimum Skills:

Ability to operate a Desktop Computer System and possess a familiarity of Operating Systems (Windows 98/2000/NT/XP)
Knowledge of Microsoft Word
Familiarity with navigating internet/intranet using Internet Explorer
Demonstrated ability in using Communication applications such as e-mail/telephony equipment

Soft Skills:

Demonstrate leadership abilities including motivational skills to provide coaching and mentoring and deliver constructive feedback to team members
Demonstrate problem solving/conflict resolution skills and business maturity in daily interaction with own team, retailers and other UK departments
Time Management skills
Allocating resources appropriately to ensure adequate staffing levels
Excellent written and verbal communication skills in English language
Ability to work under pressure and deal with demanding situations
To learn quickly in a changing environment
To use own initiative and make decisions
Ability to prioritise and manage own workload
Team player - helping the team to achieve objectives, identifying issues in an objective and factual manner
Willingness to work as a team member
Ability to communicate effectively at multiple levels