Resource Team Leader

Who we are

BCA Logistics are part of Constellation Automotive Group, the largest vertically integrated digital car marketplace in Europe. We are backed up by industry leading technology, and have a nationwide team of logistics and inspection professionals, allowing us to offer a full range of integrated services, supporting our customers through the entire fleet management process.

With a head office based centrally in Birmingham, BCA logistics is a provider of vehicle inspection, collection & delivery services within the automotive supply chain on a nationwide basis. Typically operating at end of vehicle contract BCA Logistics inspects & collects in excess of 600, 000 vehicles per annum making it the largest provider of these services within the sector with further growth planned.

This is an exciting opportunity to join BCA Logistics, a fast-paced company that really values your skills and hard work.

Resource Team Leader

Key Responsibilities

Contact Centre Leadership & Performance

• Lead a high-performing team within a logistics coordination environment, operating as a contact centre handling a high volume of inbound driver calls daily.
• Drive improvements in key call centre metrics such as average wait time, call abandonment rates, first-call resolution, and overall service levels.
• Monitor real-time performance and coach team members to ensure consistent achievement of individual and team KPIs.
• Utilise workforce management tools and systems to forecast demand and schedule team resource effectively.

Team & Resource Management

• Structure and develop your team to ensure optimal resource allocation and operational coverage.
• Motivate, coach, and support your team to achieve high levels of performance and service delivery.
• Conduct performance reviews and lead from the front to drive engagement, development, and accountability.

Operational Efficiency & Process Improvement

• Continually review and refine processes to improve response times and service delivery, reducing inefficiencies in the call flow and resource systems.
• Ensure your team adheres to established procedures, quality standards, and compliance expectations.

Collaboration & Customer Experience

• Liaise closely with driver operations and planning teams to ensure driver resource is at optimum levels.
• Maintain exceptional internal and external customer communication standards, ensuring professionalism, clarity, and consistency across all contact points.

We've put everything in place to ensure you thrive. Competitive salaries, strong core values and an excellent benefits package that includes:

Onsite parking
Company Pension Scheme
Cycle to work scheme
An Employee Assistance Programme
Enhanced maternity, paternity, and adoption leave
Access to trained Mental Health First Aiders
Access to BCA Rewards which provides online and store discounts with a range of retailers
And so much more...

As the automotive industry changes, we're changing with it - putting our people in the front seat for the journey. We're the number one in what we do for a reason and that's because of the people we have on our teams. If you want to be a part of a business like this; unrivalled, exciting and appreciative of the work you do, join BCA.

Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.

Thank you for your interest in working for us. Unfortunately, due to the volume of responses we cannot reply to every applicant, if you haven't heard from us in two weeks please assume you have been unsuccessful.