Team Leader

End of Contract Team Leader

35k plus car and benefits & Hybrid working.

Our client is a specialist provider of vehicle finance, rental, and insurance products and they are looking for a End of contracts team leader to join the team.

Job Purpose -

The role holder will be responsible for supporting and developing a team of End of Contracts Specialists in the delivery of best in class service in order to achieve customer satisfaction and departmental objectives. As a Team Leader you will be responsible for responding to and processing all customer enquiries as they approach the end of their contract through the provision and collation of timely and accurate information, and the completion of all relevant administrative tasks. Particular emphasis will be on activity that has a direct impact on the financial performance of the company.

The role -

• As a Team Leader support the team of End of Contracts Team specialists with day to day activities.
• Carry out formal quality assessments against pre-determined departmental standards and provide appropriate coaching to End of Contracts Specialists.
• Provide the necessary management information reports detailing key volume and performance metric information to the Senior Recoveries, Litigations and End of Contracts Manager.
• Delivery of key management information to the wider business as part of the periodic Quality Meetings.
• Carry out regular one to one performance review meetings.
• Identify training needs within the team.
• Act as an escalation point for customer enquiries and points of contention in the event they cannot be resolved by the team specialists.
• Manage relationships with third party suppliers e.g. vehicle collect and inspect supplier.
• Ensure vehicles are collected in a timely manner and the correct procedures are followed in the case of delay.
• Manage the process for the upload and collection of damage and Excess mileage charges.
• Decrease turnaround times, streamline work processes and work cooperatively within the wider management team.

Skills and experience -

• Experience in the automotive or consumer finance industry preferred
• A minimum of 1 years’ experience in a Team Leader position