About this role
Location: Birmingham Shift pattern: Full-time 37.5 hours per week Role Purpose To provide day-to-day support to the Pending Team Manager while ensuring pending referrals are actively managed and progressed. The Motor Hire Senior acts as a senior point of contact within the team, supporting operational performance, maintaining quality standards, handling escalations, and providing guidance to team members. In the absence of the Manager, the Senior will assume responsibility for workload coordination and operational oversight. Operational Support Support the management of the Pending Team's daily workload. Ensure referrals are worked within agreed service levels. Monitor pending queues and prioritise urgent cases. Ensure VIP referrals are reviewed daily. Help drive conversion opportunities across the team. Support with workload allocation during busy periods. Customer & Referrer Management Handle complex customer and referrer enquiries. Assist with challenging conversations and objections. Ensure accurate updates are provided to referrers. Escalate issues requiring management intervention. Support excellent customer service delivery. Quality & Compliance Review referrals to ensure quality and accuracy. Support compliance checks and process adherence. Ensure security documents are reviewed and stored correctly. Monitor system notes and record keeping standards. Support quality monitoring activity and provide feedback. Team Support Act as a point of contact for team members. Assist with coaching and knowledge sharing. Support the onboarding and training of new starters. Provide guidance on processes and procedures. Support team engagement and morale. Management Support Assist the Pending Team Manager with reporting and administration. Monitor team workloads and service levels. Support performance management activities. Cover management responsibilities during periods of absence. Escalate operational risks and issues where required.