Customer Service Team Leader

About the role

Mercedes‑Benz of Dartford is looking for a passionate and skilled Customer Service Team Leader to guide and develop a talented contact centre team. Based at the Dartford site, you will ensure the highest standards of customer care and uphold the brand’s reputation.

Key responsibilities

• Lead, coach and develop a high‑performing customer service team, fostering a culture of respect and continuous improvement.
• Oversee team rotas, workflow and day‑to‑day operations to maximise efficiency and productivity.
• Act as a role model for excellent customer service and handle complex escalations to resolution.
• Support colleagues’ learning and career development through feedback and on‑the‑job training.
• Collaborate with Service, Parts and Sales management to achieve operational targets.
• Monitor key performance indicators (KPIs) to ensure team goals are met or exceeded.
• Uphold Mercedes‑Benz brand standards in service delivery.
• Promote an inclusive and encouraging work environment.

Required profile

• Previous experience in a leadership, senior advisor or supervisory role within a fast‑paced automotive or customer service environment.
• Excellent coaching and people‑management abilities with a results‑driven mindset.
• Strong communication and relationship‑building skills with customers and team members.
• Proven ability to handle multiple priorities and maintain high productivity under pressure.
• Commitment to equality, diversity and inclusion in the workplace.
• Right to work in the UK.

Required skills

• Knowledge of dealership management or CRM systems (training provided for Mercedes‑Benz platforms).

What we offer

• Full‑time, 40‑hour per week role at a prestigious automotive dealership.