TLP have been working with Toyota (GB) PLC for over 25 years and are a trusted partner. This role will be employed by TLP (secondment to Toyota (GB) PLC)

Are you an expert at building strong customer relationships, even when facing difficult situations? Do you understand the complexities of multimedia and connected car systems - like CarPlay and phone integrations? Do you have experience supervising a team and motivating them to work efficiently under pressure?

If you answered yes to these questions, this could be the perfect opportunity for you!

We have an exciting opportunity, Connected Car Team Supervisor. You will be part of the Customer and Network Support Team, Handling customer and Centre network enquiries, relating to in-car multimedia and connected car, to resolution or escalation where necessary.

The key facets of the role are :

• Customer Relations
• Multimedia and Connected Car
• Reporting
• Supervising 4 people

The successful candidate will have :

• Customer Relationship experience – be able to deal with difficult customers, work with the Network and find solutions
• Technical understanding of Connected Car / Multimedia systems (these are not simple systems – eg Car Play / Phones)
• Analytical reporting skills to report issues to Senior Management teams – Intermediate Excel, Power BI would be good (reporting is as important as understanding Connected Car systems)
• Know how to escalate issues to get in front of Senior teams
• Be able to work on large volumes of work
• Previous team supervision experience
• Be driven and able to self learn

What you’ll be doing :

• You’ll be the supervisor for the Front-Line multimedia and connected car team, being their first point of contact for day-to-day support, guidance and case management.
• You will be required to carry out regular 121 meetings / quarterly reviews setting the teams objectives and managing individual performance to ensure the team provide the best customer experience.You will also be responsible for the teams SLA performance, ensuring we can deliver great customer service.
• Responsible for handling customer and Centre network enquiries, which relate to multimedia and connected car.
• Managing cases, you will be responsible for helping customers and the network by answering their multimedia and connected car technology enquiries, whilst following Toyota practices.
• You will influence and make recommendations around customer journey improvements, seeking customer feedback at all times.

What you’ll get to own :

• Responsibility for the front-line multimedia & connected car team performance.
• The main point of contact for any customer or Centre network enquiries relating to in-car multimedia and connected car.
• Responsible for escalating any in-car multimedia and connected car issues.
• Sharing your knowledge within the wider team.
• Responsible for representing the business when communicating with customers & the dealer network & TME / TMC

Full job description available.