Customer Experience Team Leader

360 Resourcing Solutions; Hook; On-site; GBP 32,000 - 36,000; Full time

Job summary

An innovative company is seeking a Customer Experience Team Leader to drive exceptional service and operational excellence. This role focuses on leading a dedicated team, ensuring customer satisfaction, and fostering a culture of continuous improvement. You'll play a pivotal role in shaping the customer journey, building effective relationships, and achieving key performance indicators. If you're passionate about people and customer service, this is a fantastic opportunity to make a significant impact in a dynamic environment.

Benefits

Employee discount on cinch cars

Access to Constellation Hub

Opportunities for event tickets

Company Pension Scheme

Employee Assistance Programme

Enhanced parental leave

Access to Mental Health First Aiders

Training courses available

Free flu vaccinations

Qualifications

• Proven ability in managing a large Customer Service team.
• Experience in building strong working relationships with stakeholders.

Responsibilities

• Provide guidance and support to ensure KPI’s are achieved.
• Lead a team to deliver a first-class Customer Journey.

Skills

Customer Service Management

Relationship Management

Performance Analysis

Emotional Intelligence

Education

Experience in Customer Service

Management Experience

Tools

Zendesk

LivePerson

Job description

Customer Experience Team Leader Unspecified Hook | Cinch Cars Posted 2 days ago | Ref: GP1288909HooWC

Salary:£32,000.00 to £36,000.00 per year Up to 10% bonus

Location:on site in Hook

We're cinch. Our mission is simple – remove the faff from buying and owning cars, giving customers more choice, with more ease. We’re putting drivers first and we’ve ripped up the rule book to make sure that happens.

We’re a customer-first business with huge ambition. Already the UK’s largest online used car retailer, we’re expanding our customer offering with an exciting roadmap of online and physical retail solutions.

For customers who want to try before they buy, cinch Stores offer a faff-free environment to test drive, buy and drive away a cinch car on the same day.

Visitors to our stores can also choose from over 7,000 cars available on our website and app - the same choice as customers browsing and buying online from home. Customers can have their car delivered to their home, or pick it up from a local collection centre or in-store.

Oh, and did we mention that all our cars come with a 14-day money back guarantee and a free 90-day warranty?

cinch is part of the Constellation Automotive Group, the UK and Europe’s largest market-leading integrated digital car marketplace.

That means we’re part of a family including WeBuyAnyCar.com, BCA and Marshall Motor Group. We like to keep good company.

Purpose of the role:

• Provide guidance, support, and direction to the team to ensure Tier 1 and Tier 2 KPI’s are achieved and within SLA’s.
• This role will be responsible for all support activities during the customer purchase journey supporting customers with car ownership.
• Building strong and effective relationships with internal and external stakeholders to identify opportunities for growth and operational improvements.
• Lead a team within a busy Customer Experience Team to deliver a first-class Customer Journey.

Role Accountabilities:

• You will inspire your people to improve their skills, recognise their achievements and provide constructive feedback. You lead by example and encourage a positive working environment.
• You will play a key part in shaping the culture within the Customer Operations Department and drive customer obsession with a positive & can do approach. Ensuring team success, employee engagement and alignment with company objectives.
• Performance and target achievement will be a primary focus. Setting, monitoring, and ensuring the team meets or exceeds targets, KPI & SLAs. You will analyse performance and trends of individuals to optimise team performance.
• You’ll ensure processes are followed correctly, coaching, training and guiding the team to deliver the best quality. You will be responsible for demonstrating the progress made in the introduction of any new process. This will be managed through a detailed skills matrix, training, regular 121s & quality assessments.
• You’ll demonstrate a commercial awareness focusing on delivering sales through service. A measure of this will be Customer satisfaction and conversion of customer contact.
• You will have the relevant skill set to defuse a situation, identify next issue avoidance opportunities and manage escalated cases in a professional & timely manner.
• Through maximising Customer contact your team will add additional value by offering products that will support Customers with their car ownership beyond the purchase.
• You will champion your people to assist in the success of our Cinch stores by supporting customer enquiries at physical locations where applicable. Ensuring a customer first mindset.
• Working with senior management you’ll demonstrate excellent communication skills and act as the bridge for the team. You’ll be responsible for providing performance updates, sign posting potential issues and putting forward possible resolutions.
• The role holder will have a direct line responsibility to manage disciplinary and grievances, objective setting, performance management and employee safety.
• The role holder will work with third parties, driving performance and enhancing the overall customer experience.

Relationships:

As a leader, strong relationship management is key to success. This role focuses on building a culture of customer obsession, identifying the root causes of complaints, and driving process improvements. You will work with multiple stakeholders across the Constellation Group while leading a team through change. You must be confident in your ideas and skilled at influencing both internal and external stakeholders

Knowledge and Experience:

• Previous experience of working within a large Customer Service team as a people Manager. This role is managing people through people so experience here is important.
• Experience in Zendesk product solutions, desired, but not essential
• Experience in Conversational Commerce such as LivePerson, desired, but not essential
• Experience in both customer services & financial services would be desirable.
• Proven ability at building strong working relationships with team members, business areas & Senior Leaders

Personal Characteristics

• Customer obsessed, determined to deliver world class service
• Calm & engaging personality with the ability to adapt communication style to different audiences. Demonstrate a strong level of emotional intelligence
• Excellent attention to detail
• Confident in leading through ambiguity in a fast-paced environment
• Passionate about people, developing those around you and supporting personal growth

Why cinch

• Employee discount on cinch cars
• Access to Constellation Hub offering discounts, cash-back and top-up cards
• Opportunities to win tickets to cinch sponsored sport and music events
• Company Pension Scheme
• An Employee Assistance Programme
• Enhanced maternity, paternity, and adoption leave
• Access to trained Mental Health First Aiders
• Training courses and apprenticeships available
• Free flu vaccinations

If you're looking for a career path that has great teamwork, training, rewards, long-term scope and is going places - apply now!

We are proud to be Level 1 Disability Confident and committed to ensuring our recruitment process is inclusive and accessible. 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.