Department Overview:

The Operations Department plays a pivotal role in ensuring that all activities are executed with the utmost professionalism and technical expertise. The team is dedicated to exceeding customer expectations, adhering to governing procedures and policies, and facilitating a seamless certification process.

Job Purpose:

The Customer Service & Automotive Team Lead is responsible for managing a team of Client Support Representatives to deliver proactive and outstanding customer service. This role involves strategizing client retention efforts, coordinating with the Operations Manager to ensure assessments are conducted professionally, and driving internal efficiency improvements. The position also involves addressing customer complaints, supporting accounting receivables initiatives, and reporting operational metrics.

Key Responsibilities:

• Client Support Management: Lead and develop the Client Support team, monitor dashboards for efficiency, identify process improvements, manage customer complaints, and support financial initiatives.
• Audit Scheduling: Oversee scheduling for auditors, ensure efficient resource management, handle onboarding processes, and maintain scheduling information accurately.
• Automotive Client Management: Act as the primary contact for automotive clients, schedule audits, monitor non-conformance processes, and assist in IATF compliance activities.
• Operations Support: Perform data integrity activities, contribute to team performance evaluations, and support additional operational tasks as needed.

Qualifications and Experience:

• Bachelor's Degree
• 1-3 years of management experience
• 3-5 years of experience in a regulated industry
• Proficiency in Microsoft Office and EQM programs
• Strong data-driven decision-making abilities
• Excellent administrative, written, and verbal communication skills

Required Skills and Attributes:

• Leadership and decision-making skills
• Financial awareness and multitasking abilities
• Detail-oriented and well-organized
• Personable, team-oriented, and a self-starter
• Ability to problem-solve and expand technical competencies
• High energy, positive attitude, and flexibility
• Commitment to continuous improvement

This role offers the flexibility of a fully remote working environment, based in Acton. The successful candidate will thrive in a dynamic setting, driving both operational excellence and customer satisfaction.