Bentley - Team Manager - BTM003

Contact Centre
Bentley Motors Ltd
Bentley Team Manager

37.5hrs per week
Shifts cover 7 days between 7am – 6.15pm

(Fluency in a 2nd language would be advantageous)

An exciting and unique opportunity has arisen for a Team Manager to play a key support role within a Global team of multi lingual professionals to work for Bentley, one of the most prestigious brands in the Automotive Industry.
You will work as part of a highly skilled team of experts in providing Bentley’s discerning clientele with a truly exceptional service that leaves every customer feeling that nothing is too much trouble.
The Role
As a Team Manager for Bentley, you will be responsible for leading, coaching and developing a team of Customer Relation Executives, responsible for delivering an agreed set of KPI’s and standards.

You will work as part of a team providing expertise and team leadership, delivering results through exceptional customer service in line with the Bentley Brand’s expectation. You must act with a Customer First approach at all times, displaying a customer centric focus to all your working practices every day.
You will be responsible ensuring the delivery of the team’s performance against agreed SLA’s and Key Performance Indicators which will be communicated via your CSM and are subject to change depending on the client’s & CPM’s requirements.

By identifying skills gaps for individuals and the team, you will take the required action to ensure the team deliver and exceed against target. You will be expected to motivate a team and maintain the appropriate environment to meet Client and Business objectives.

In Summary you should have/be

• To drive a culture of performance into the team and ensure that team members are fully accountable and held responsible in order to meet client and business expectations
• To have excellent organisational skills with the ability to prioritise and monitor workloads effectively, flexing resource to optimise results as the needs demand.
• To clearly define monthly, weekly and daily qualitative and quantitative targets for individuals and the team and ensure team understanding of these targets.
• To evaluate and proactively manage the performance of individuals and the team against all Campaign and Contact Centre standards
• To implement timely performance management programmes where staff fall below required levels in any job related areas to ensure optimum individual and team performance.
• Escalate where necessary and own any client issues and act in the interests of Bentley customers at all times, embodying the priority of Customer Experience and display this to your team at all time
• Experience of Automotive is an advantage

What is in it for me?

Salary upon application.
37.5hrs per week
Shifts cover 7 days between 7am – 6.15pm

(Fluency in a 2nd language would be advantageous)

In return for your enthusiasm and professionalism, we will give you great training to help you develop and be your best.

If this sounds like your ideal role, then please apply now!