Copart's Customer Support Centre have a varied and engaging role and are where the journey begins for many insurance companies and their customers. The Customer Support Centre is responsible for completing an array of processes and services to our customers, from start to finish.
Our services include vehicle collection instructions, the processing of V5s, keys and documents, vehicle clearances, private plate management, finance marker removal, vehicle repatriations and our newly introduced Inventory Management Team.
The Customer Support Centre is at the heart of all communications between insurers, their customers and other departments within Copart, who handle approximately 5500 phone calls each week.
The Customer Support Centre Team Leader is integral to supporting our teammates to continue the high standard of customer service expected from our Customer Service Representatives. They will also contribute to the development and streamlining our processes as we strive towards change and growth to exceed industry standards.
Responsibilities Include:
- Managing and supporting teammates within the department. Including regular 1-1's, performance feedback and monitoring KPI's.
- Consistently improve upon and deliver a Customer Experience to the highest standards to both internal and external customers in line with Service Level Agreements.
- Meet the required quality standards of operation to ensure Operational Excellence.
- To ensure that all data entry and administrative work is carried out accurately and in a timely manner.
- To maintain and update the Online systems to ensure queries are progressed in an accurate and timely manner.
- Always be fully aware of cost-effective measures and contribute ideas for further improvement.
- Build sustainable relationships through open and interactive communication with internal and external stakeholders.
- Actively look for ways to improve your own personal performance, sharing any ideas with your Line Manager to benefit your development and potentially the wider business.
- Logical approach to high pressure environment and high multi-tasking skills to ensure efficiency in service.
- Independently managing daily reports.
- Managing the distribution of workload across your dedicated team, ensuring all SLA's are met and work is completed to a high standard.
- Supporting senior management with disciplinary investigations or hearings where required, either chairing or as a note taker.
- Completing regular call audits for CSC teammates to actively monitor customer service levels and provide constructive feedback where required.
What we need from you:
- Previous Management Experience and Customer Service Experience
- Excellent customer service attitude - identify customer needs, clarify information, provide suitable solutions
- Strong communication and interpersonal skills
- Strong attention to detail
- Excellent time management skills
- Productive, efficient and dedicated
- Ability to multi-task and prioritise workload
- A true team player
- Self-motivated & keen to learn and develop
- Basic systems and Microsoft Office skills
- Be well-presented and demonstrate a professional, friendly, positive attitude
- Have the ability to work under pressure and be adaptable.
- Quick learner
- Accurate data entry
- Knowledge of GDPR
- Strong computer literacy skills.
- Proficient with Microsoft Excel
Desirable but not essential:
Knowledge of Automotive/ Total Loss Industry What we offer you in return:
23 days holiday plus bank holidays and an additional day per year to celebrate a special occasion to you
A further paid day to volunteer for a charity of your choice
Medicash Cover - look after you and your family by providing a range of positive health care benefits
Contributory workplace pension plan
Cycle to Work Scheme
Life assurance cover
Access to an exclusive deals and discounts website, saving you money on everyday purchases, treats for the family, eating out, and utility bills for the home
The ability to purchase shares in our successful global company at a discounted rate.
Copart are an equal opportunity employer, proudly hiring a diverse workforce. Discrimination is expressly forbidden and we therefore kindly welcome all applications
