Team Leader, Customer Engagement Centre (12month maternity cover)

The opportunity

We are looking for a Team Leader to join our Customer Engagement Centre and help us put customers first in every interaction. You will guide a talented team raise the bar for service quality and ensure a smooth hasslefree experience throughout the customer journey. If you care about electric mobility enjoy modern technology and want to contribute to meaningful change this is your chance to make a direct impact.

Working closely with our Contact Centre Manager and the wider Customer Engagement team you will foster a supportive performancedriven culture that delivers the finest levels of customer service.

This position is based at our Bicester office and follows a hybrid model with a minimum of three days per week onsite. We believe that both inperson collaboration and individual focus time matter and we will support you to do your best work.

The responsibilities

In this role you will lead the daytoday success of the Customer Engagement Centre and keep the customer at the heart of every decision. You will be instrumental in our ambition to be best in class for service quality and experience. Your key responsibilities include:

• Lead and coach a team of Customer Engagement Advisors and Senior Advisors building a positive highperforming culture.

• Own daily operations including scheduling briefings motivation and regular onetoones.

• Partner with the Training and Quality Specialist to drive performance management QA sessions coaching and development.

• Safeguard service excellence and handle customer escalations when appropriate building professional longterm relationships.

• Drive commercial outcomes by meeting SLA KPI and target commitments across the customer journey and promote knowledge sharing and best practice with central teams.

The ideal candidate

Success here takes integrity kindness and commitment plus a customerfirst mindset. You take initiative meet deadlines and thrive in a fastpaced dynamic environment. You enjoy leading people balancing multiple stakeholder needs and using data and feedback to improve how the team works. You bring a cando attitude a collaborative approach and confidence as a people manager.

In addition you bring the following qualifications:

• 2 years of frontline customer service experience giving you a deep understanding of customer needs and expectations.

• Handson experience with complaints and escalations enabling you to resolve complex cases calmly and effectively.

• Experience managing coaching and developing people from diverse backgrounds to lift individual and team performance.

• Excellent written and verbal communication to brief coach and influence clearly across teams and levels.

• Confidence with CRM and support tools such as Salesforce VIDA and TIE plus solid Excel and PowerPoint skills to monitor KPIs and drive improvements.

Polestar is an international company with many backgrounds represented. English is our common language for written and spoken communication. We operate with a growth mindset where change and progress go hand in hand. Expect an accelerating exciting environment.

The process

If the above matches your ambitions please apply. Our selection process is ongoing and the advert will remain open until filled.

The Polestar journey is an electric one.