Customer Service Team Leader (Maintenance Booking)

Maintenance Booking Support team assists our drivers by arranging MOTs, servicing, and any maintenance requirements, including specialist equipment. We coordinate vehicle movements following a breakdown and work proactively to find solutions that keep our customers mobile. We are committed to delivering the highest standards of customer service and strive for the best outcomes for every customer.

Leading a team of 10 dedicated Maintenance Booking Support Advisors, you will provide a supportive environment, continuing to develop and upskill the individuals knowledge and experience. Handling daily performance and escalations from the team you will need to be a confident communicator (both verbal and written).

Daily Duties

• Developing team members' skills and knowledge.
• Maintaining a stable, high performing team with the customer at the forefront of every decision.
• Organising daily resource and work allocation to ensure all tasks are covered.
• Taking ownership of the team's daily management boards.
• Monitoring weekly complaints, KPIs, and potential risks, reporting issues and supporting mitigation actions.
• Providing expert guidance, coaching, and support to team members.
• Conducting effective quality checks and leading performance review and probation meetings.
• Managing holiday approvals and team availability in line with departmental resource requirements.
• Delivering a comprehensive overview of the department and creating a structured training plan.

Experience you'll gain

• Leading and motivating a team.
• Understanding how to drive performance and influence others through data led insights.
• Applying continuous improvement methodologies (Kaizen)
• Presenting daily management updates to internal and external stakeholders with confidence.
• Supporting the successful onboarding of new customers.
• Strengthening cross departmental collaboration to broaden your business and Fleet Management knowledge.
• Enhancing problem solving skills through exposure to operational challenges and root cause analysis.
• Building capability in planning, prioritisation, and resource management.

Key Experience & Skills

• Franchise or independent garage knowledge is an advantage
• Good working knowledge of Epyx 1 link
• Previous experience of running a team
• Strong organisation skills
• Ability to manage own workload.
• Effective communicator with strong service ethic.
• Strong relationship management skills.

Attributes & Behaviours

• Coaching mindset
• Excellent call & email quality
• Problem solving, solutions focused
• Self motivated with enthusiasm to succeed
• Understand change and manage with a positive attitude
• Good analytical skills, ability to identify best practices
• Strong customer focus, first time resolution

Benefits

• 25 days holiday + 8 days bank holiday
• Great pension scheme starting at employee (EE) contribution of 4% with an employer (ER) contribution of 11%. This can flex up to 6% EE contribution and 15% ER contribution
• Hybrid working policy 2 days from home each week should you want to
• Car Scheme following passing of probation
• Private Medical Cover
• Life assurance scheme
• Discounts on different retailers
• Free onsite car parking
• Onsite nursery with discounted prices
• Well being hour each month
• Discounts on Toyota & Lexus Cars
• Well being events
• Volunteer Days
• Employee assistance programmes
• Free fruit in the office

KINTO UK is an equal opportunities employer. We welcome applications from anyone who is excited by the opportunity of joining us and will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran, neurodiversity status or disability status.