CRT Team Leader

Copart UK Ltd is a global leader in vehicle remarketing and automotive logistics, committed to delivering excellent customer service through efficient resolution of queries and disputes. We pride ourselves on maintaining strong relationships with customers and partners by providing clear, timely, and effective solutions.

We are seeking a motivated and experienced Customer Resolution Team Leader to manage and develop our customer resolution team. You will be responsible for overseeing daily operations, driving team performance, and ensuring that customer complaints and disputes are handled professionally and promptly.

Key Responsibilities

• Lead, coach, and motivate the Customer Resolution team to deliver exceptional service
• Manage day-to-day team activities, ensuring targets and KPIs are met
• Monitor customer cases to ensure timely and accurate resolution of disputes and complaints
• Develop and implement process improvements to enhance efficiency and customer satisfaction
• Collaborate with other departments (Sales, Operations, Legal) to resolve complex issues
• Provide training and development opportunities for team members
• Prepare regular reports on team performance, customer feedback, and resolution outcomes
• Handle escalated customer issues and provide guidance to the team
• Ensure compliance with company policies and regulatory requirements

Essential Skills & Experience

• Proven experience in a customer service or resolution role, ideally with supervisory experience
• Strong leadership and people management skills
• Excellent communication and interpersonal skills
• Ability to work under pressure and handle challenging customer interactions calmly
• Strong problem-solving and decision-making abilities
• Proficiency with CRM and customer case management systems
• Ability to analyse data and generate performance reports

Desirable

• Experience in the automotive, logistics, or related industries
• Knowledge of dispute resolution and complaints handling best practices
• Familiarity with regulatory compliance related to customer service

What we offer you in return

• Time For You : Relax with 23 days of holiday plus bank holidays, and an extra day for a personal special occasion.
• Give Back : Receive a paid day to volunteer for a charity of your choice.
• Health & Wellness: Healthcare Cash Plan.
• Your Future: Join our contributory workplace pension scheme for financial security.
• Investment: Purchase shares in our global company at a discounted rate.
• Fitness & Health: Save money while commuting with our Cycle to Work Scheme and access fitness videos and gym discounts.
• Life Assurance: Enjoy peace of mind with our life insurance coverage.
• Exclusive Discounts: Access our deals hub for savings on everyday purchases and family activities.

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Copart are an equal opportunity employer, proudly hiring a diverse workforce. Discrimination is expressly forbidden and we therefore kindly welcome all applications.

At Copart, we are focused on harnessing the power of diversity, inclusion, and collaboration. By embracing diverse perspectives, we open doors to innovation and unleash the full potential of our team. We are dedicated to fostering a workplace where everyone feels appreciated, included, and inspired to grow and contribute meaningfully.