Overview

Join to apply for the Driver Care Team Leader role at Holman. This role is based at the Chippenham HQ with hybrid working following an initial training period.

Role: Customer Service Team Leader (Fleet) – Driver Support Team. Location: Chippenham HQ (Hybrid available). Salary: £40,000 - £45,000 depending on experience. Contract: Permanent.

Key Responsibilities

• Responsible for ensuring the efficient and effective operation of the Driver Support team, the first point of contact for drivers.
• Handle inbound queries from drivers and coordinate with garages/service providers for maintenance and repairs.
• Manage support processes and maintain communication between drivers and internal teams.
• Monitor performance metrics to uphold customer service and operational standards.
• Foster a supportive team environment with ongoing training and development for call handlers.

Driver Support (Customer Service) Leadership Responsibilities

• Performance & KPI Management: ensure achievement of departmental KPIs including call answer times; coach staff using performance data; chair regular performance reviews and annual appraisals.
• Team & Personal Development: empower team members, delegate authority, recognise strengths, reward high performance, communicate effectively, monitor morale, and run improvement-focused team meetings.
• Cross-Functional Collaboration: work with other departments, represent the department in wider meetings, be the primary internal contact.
• Operational Excellence: conduct return-to-work interviews, manage short and long-term projects, monitor service delivery, and strive to exceed driver expectations.
• Additional Duties: perform other duties and special projects as assigned.

Ideal Candidate Profile

• Minimum two years’ experience in managing a large diverse team.
• Fleet or call/contact centre experience desirable but not essential.
• Proven track record in handling customer care situations.
• Strong communication, leadership, and customer service skills.
• Proficient in Microsoft Office (Word, Excel, Access, Outlook).
• Degree-level education or equivalent experience.
• Knowledge of fleet management/leasing is a plus (training provided).

Benefits

• Work-Life Balance & Wellness: 26 days off + bank holidays; Health Cash Plan; free onsite bi-weekly yoga; free onsite massage.
• Financial Security: Group Personal Pension Plan; bonus scheme.
• On the Road: Free parking.
• Growth & Recognition: career development support; training and advancement opportunities; long service awards; leadership recognition.

Other Details

You must have the right to remain and work in the UK. You must declare any previous convictions or cautions. Visa sponsorship is not provided for any positions.

Holman is an equal opportunity employer and welcomes applicants from diverse backgrounds. The Holman Way emphasizes doing the right thing for our people, customers, and community since 1924.

Legal and Company Information

Holman is a global automotive leader with operations in North America, the UK, and Germany, offering fleet management and leasing, upfitting, manufacturing, logistics, and more.