Customer Service Team Leader

At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.

Outstanding opportunity for an experienced people leader to join our Bristol based 'Corporate' team. The Ayvens Customer Service function provides market leading capability to our broad range of customers and is crucial in protecting and growing the Ayvens brand.

Key Purpose

• Lead and manage a team to achieve all individual, team and business KPI's and SLAs.
• Provide all team members with feedback and coaching to ensure individual competence, maximising individual and team performance.
• Ensure a consistent high level of quality service standards to internal and external customers.
• Promote a culture of efficiency within the team, challenging current ways of working and implementing tangible business improvements.
• Foster and promote an engaged team to minimise attrition and absence.
• Collaborate with other operational teams to reduce handoffs, costs and improve customer satisfaction.
• Minimise business and regulatory risks through rigorous control checks.
• Provide effective management, clear communication and professional liaison with all third party relationships.
• Support strategic change initiatives through to completion within your business area.

Summary of Responsibilities

• Responsible for the day to day resourcing and workflow management of a team, ensuring productivity and SLA metrics are achieved.
• Ensure all team members have documented SMART objectives and regularly review individual and team performance targets, outputs and behaviours, providing timely feedback.
• Track, monitor and deliver in line with the Quality framework to deliver good customer outcomes.
• Complete monthly performance reviews with all team members and implement performance improvement plans as required.
• Ensure robust training and succession plans are in place to develop, engage and retain competent team members.
• Maintain documented version control of all processes and procedures, review regularly and ensure consistent adherence.
• Provide operational and subject matter guidance for all team processes.
• Ensure the department achieves all relevant compliance and regulatory activities to deliver good customer outcomes.
• Utilise daily, weekly and monthly reporting for all required team metrics to enable ownership and delivery of team performance.
• Escalate any issues on policy, procedures or decision making processes to an Operations Manager in a timely manner.

Skills & Experience

• Proven experience in a previous leadership position.
• Experience managing performance, formally or informally, with a focus on results and behaviours.
• Excellent communication skills: written, verbal, report writing and presentations.
• Proven people management experience including feedback, coaching and performance management.
• Excellent time management, planning, organisational and delegation skills.
• High levels of professionalism and stakeholder management.
• Broad knowledge of UK regulated and finance industry and commercial awareness.
• Problem solving capabilities.
• Good standard in IT literacy, particularly Microsoft Office applications.
• Self motivated with the ability to lead others.

Benefits

• Competitive pension scheme.
• Annual salary review and bonus scheme.
• EV company car.
• Give As You Earn (GAYE) scheme.
• Employee referral scheme (£1,000).
• Retail discounts programme.
• GymFlex membership options.
• Cycle to Work scheme.
• Private medical insurance, life assurance, health assessment options, travel insurance, dental insurance, critical illness cover and personal accident insurance.
• 25 days' annual leave + an additional Celebration Day.
• 37.5 hour week, Monday to Friday, no weekends.
• Holiday buy & sell scheme.
• Volunteer days.
• Time allocated for personal development and study support (where applicable).
• Free parking (limited), EV charging points, bike storage & shower facilities.
• Complimentary breakfast.
• Staff and social events.

Diversity & Inclusion

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace. We encourage applicants whose experience does not exactly align to apply regardless.