CRT Senior Team Leader

We’re looking for a Senior Team Leader to join our Customer Response Team and play a key role in managing our centralised enquiry hub. You’ll be responsible for helping lead the team, maintaining high standards of customer response and ensuring every digital enquiry is handled quickly, professionally and effectively.

Working closely with the CRT Manager and Assistant CRT Manager, you’ll help drive performance across our OEM and third-party digital lead channels, ensuring we meet strict service levels, maximise conversion opportunities and deliver the standards expected by our manufacturer partners.

This is a fantastic opportunity for an experienced Team Leader who is ready to take their leadership skills to the next level within a fast-paced automotive environment.

About the role

As Senior Team Leader, you’ll provide hands-on leadership across our Customer Response Team, supporting Team Leaders, Controllers and Advisors while ensuring our digital lead operation continues to perform at its best.

Your responsibilities will include:

• Leading and supporting the team - Oversee the performance of our Team Leaders and wider lead management team, providing direction, support and accountability.
• Providing operational cover - Step in to support Team Leaders and manage workflows during busy periods, ensuring customer enquiries continue to be handled efficiently.
• Coaching and developing colleagues - Provide regular coaching and feedback to improve call handling, sales conversations, script adherence and lead conversion.
• Managing customer escalations - Take ownership of complex customer queries and operational issues, finding effective solutions and ensuring a positive customer experience.
• Managing digital leads - Help ensure OEM and third-party enquiries are allocated quickly and effectively, keeping our lead pipeline moving and reducing response times.
• Maintaining SLA performance - Monitor response times and team performance to ensure we consistently meet manufacturer and third-party service level requirements.
• Supporting weekend operations - Participate in weekend management cover and help ensure the team maintains high standards during peak retail periods.
• Driving compliance - Monitor OEM scorecards and performance measures, translating requirements into clear day-to-day actions for the team.
• Problem solving - Identify and resolve CRM, lead-routing and workflow issues, escalating where necessary.
• Supporting the wider management team - Work closely with the CRT Manager and Assistant CRT Manager to identify opportunities to improve processes, performance and customer outcomes.

About you

We’re looking for someone who is confident, organised and commercially minded, with the ability to make quick decisions while maintaining a strong focus on customer service.

You’ll ideally have:

• Previous experience in a Team Leader, Supervisor or senior customer service role, preferably within automotive retail.
• Experience managing or supporting a team in a fast-paced, target-driven environment.
• Strong knowledge of automotive CRM systems and digital lead management.
• Experience handling high volumes of inbound customer enquiries.
• A proven ability to meet and maintain strict SLA and response-time targets.
• Strong coaching and performance management skills.
• The confidence to make quick decisions and delegate workloads effectively during busy periods.
• Excellent problem-solving skills and the ability to manage escalated customer issues.
• An understanding of OEM performance metrics, scorecards and compliance requirements.
• Experience with platforms such as Keyloop, Trackback, Dealerweb or similar automotive CRM/dealer systems would be advantageous.
• Excellent communication skills and a professional approach.
• Flexibility to support weekend management cover when required.

What we offer

At Johnsons Cars, you’ll have the opportunity to develop your leadership career within a growing automotive group and play an important role in shaping the customer journey.

We offer:

• £32,000 basic salary (depending on experience) + £6,000 bonus
• 31 days holiday, rising to 33 with service
• Birthday off - an extra paid day to celebrate
• Company pension scheme
• Staff discounts on vehicles, servicing, parts & labour
• Retail & lifestyle discounts via our benefits platform
• Dentist on Demand access
• Optional healthcare cash plans
• Industry leading training + clear career progression opportunities

Ready to take the next step?

If you’re an experienced Team Leader who thrives in a busy environment, enjoys developing people and has a passion for delivering outstanding customer experiences, we’d love to hear from you.

Join Johnsons Cars and help us turn every customer enquiry into an opportunity.