Telematics Team Leader

MSXI recruitment
28000.00 GBP Annual + depending on experience
04 Aug 2017
19 Aug 2017
Contract Type
MSX International is the leading global provider of outsourced business solutions for the automotive industry. We have the hands-on experience of automotive best practices, the state-of-the-art technology and the in-depth information to boost company efficiency and profitability.

Currently we are looking to fill the position of

Telematics Service Desk Core Shift team leader

Based in Midlands: whitley, coventry

Main purpose of the role

MSX International are currently recruiting for a Telematics Service Desk (TSD) Team Leader for our prestigious client, Jaguar Land Rover. This is an exciting opportunity for a motivated candidate to join us in our partnership with this successful organisation.

We are seeking a technically confident individual who will engage and support the Connected Car workforce that drives a 'Best in Class' Global service. We are looking for a candidate who can hit the ground running, supporting the Global network with escalated incidents and develop an extensive skillset.

Reporting to the TSD Operations Manager you will be expected to bring a wealth of knowledge and experience within a Connected Car project. The JLR InControl product suite encompasses both Telematics and Infotainment features.

Representing JLR customer focused mentality, leading the day to day management of the team, you will be required to meet service level agreements and KPI's.

The successful candidate will be responsible for managing their own workload, effectively operating within a Global 24x7x365 technical support team. This role includes a fortnightly on call rota and you should be able to work from home when required. The TSD Global operations are vital. The TSD Team Leader role entails high standards expected by Jaguar Land Rover.

Candidate Responsibilities

- Be a strong leader that empowers your team to make decisions within the TSD Project.
- Work closely with your colleagues, Operations Manager and your Project Lead, communicating openly to ensure consistency is achieved across the department.
- Be an expert in case management and offer robust solutions, whilst adopting a Customer First approach at all times which subsequently achieves fast case resolution.
- Ensure all contacts are captured in the Case Management Systems to enable the Telematics Service Desk to be a valuable data source to the wider business.
- Where required, quickly implement the required escalation processes and ensure they are adhered to on each occasion.
- Meet KPIs and Objectives - in the event of non-performance for your team in any area, a robust action plan to be proactively implemented and present to your Operations Manager.
- Deliver coaching to your team and implement Performance Development Plans, as appropriate.
- Coach your team in leadership and empowerment, working closely with other shift Team Leaders.
- Identify performance opportunities with your team and ensure that development plans are put in place to assist in progressing their career with the business.
- Conduct 1-1's and Team Meetings on a weekly/monthly basis.
- Ensure that knowledge is proactively shared across the department and the wider JLR business.
- Drive high product knowledge within the department and ensure knowledge courses are undertaken on a regular basis within your team.
- Act as a role model for JLR Values, Customer First Behaviours and concern resolution.
- Provide support to the Customer Contact Centres & Retailer Technical Support Teams to assist them in achieving a 'best in class' service, driving customer loyalty and retention.
- Ensure the Customer Contact Centres and Retailer Technical Support Teams follow all correct processes and procedures to address any technical/quality issue.
- Drive quality performance within your team to achieve great results in respect to Concern Resolution.
- Review Quality Assurance on a monthly basis for all of your Case Managers on, case interactions and case management - feedback to be provided during 1-2-1s and performance reviews.

Candidate Specification

- Desirable: Qualification within IT service delivery eg ITIL
- Desirable: Experience within a Connected Car project
- Essential: 3+ years customer service experience
- Essential: 1+ years team management experience
- Strong knowledge of Telecommunications, Telematics, IT Services
- Must be confident in liaising with key stakeholders
- Advanced knowledge of Microsoft Office - Excel, PowerPoint etc
- Intermediate experience with Google Package - Gmail, Drive etc
- A keen interest in technology, keeping abreast of advances and news
- Desire to learn through provided training and personal development
- Results orientated with a determination to make things happen
- A highly motivated, energetic and inspirational team leader
- Ability to influence effectively across the network, balancing a broad range of priorities, with minimal supervision and under great pressure
- Confident and out-going with exceptional networking and inter-personal skills
- Possess advanced communication abilities to be utilised with various levels of the business, third party vendors and a broad range of global markets
- Excellent time management skills, able to work to deadlines on multiple tasks and deliver results to agreed schedules
- Ability to work as an individual, part of a small shift team and a larger operational team
- Strong problem solving skills with a great attention to detail

Reporting to

- TSD Operations Manager

Working hours

- Full time; 40 hours
- Monday to Friday; 08:00-16:30; some weekend work required
- On-Call; one week in every two

What we offer

- Competitive salary (salary dependant on experience)
- Other company benefits: - o 33 days annual leave including Bank Holidays
- o Free Parking
- o Mobile
- o Laptop
- o Business Expenses
- o Company contributory pension plan
- o Cash back health care scheme (benefit value approx. GBP675)
- o Life assurance
- o Permanent Health Insurance
- o 20 days full pay sick days (after three months service)
- o Salary exchange childcare vouchers
- o Car salary exchange scheme

MSXI is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.


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