Customer Relationship Partner Team Lead

Bailey of Bristol

West of England

On-site

GBP 42,000 - 54,000

Full time

9 days ago

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Benefits offered by this job

25 days holiday

Pension scheme

Employee assistance program

Job summary

Bailey of Bristol is seeking a Customer Relationship Team Lead to supervise the Customer Relationship department and support the Head of Customer Experience in delivering on strategy and KPI targets. You will collaborate with PRIMA Operations, Bailey Product Performance, Bailey Repairs and Group Marketing to ensure excellent service standards across customer groups.

The role involves leading a small team, managing complaints and maintaining SOPs while driving process improvements to boost

Qualifications

Experience of supporting colleagues in previous or current role.
Experience of working in a retail environment with a high volume of SKUs.
Experience of complaint handling.
Experience of CRM implementation.
Good communication skills and able to present ideas to senior stakeholders.
Strong organisational skills and ability to manage and lead multiple projects.
Pro-active "can do" approach which embeds a positive and results driven culture within the team.
Experience of devising training plans and coaching techniques.

Responsibilities

Supervisory responsibility of the Customer Experience team, including 1-2-1 meetings, absence management, training and development and workload management.
Take ownership of PRIMA Trustpilot, CSAT and Google business review pages and actively seek to increase and/or maintain this within agreed targets as set by the Head of Customer Excellence.
Manage Tier 1 and Tier 2 complaints in line with Departmental policy. Ensure Customer and Relationship partners are aligned on working methodologies.
Create, update and implement Standard Operating Procedures and keep this up to date with all current and new employees.
Constantly improve team processes to increase efficiency and time spent on tasks.

Skills

Support colleagues

Retail experience

Complaint handling

CRM implementation

Communication

Organisational skills

Pro-active approach

Training & coaching

Tools

CRM system

Job description

About the Role

As a Customer Relationship Team Lead, you will provide day to day supervisory responsibility for the Customer Relationship department, by assisting the Head of Customer Experience in delivering on the departmental, company and people strategy requirements through operational efficiency whilst delivering KPI measures across the Customer Service and Repairs Team.

You will work closely and collaboratively with other team members as well as internal departments such as PRIMA Operations, Bailey Product Performance, Bailey Repairs and Group Marketing. You will communicate professionally and proficiently to ensure an excellent standard of service is provided and maintained to all customer groups.

Key Responsibilities

Supervisory responsibility of the Customer Experience team, including 1-2-1 meetings, absence management, training and development and workload management.
Take ownership of PRIMA Trustpilot, CSAT and Google business review pages and actively seek to increase and/or maintain this within agreed targets as set by the Head of Customer Excellence.
Manage Tier 1 and Tier 2 complaints in line with Departmental policy. Ensure Customer and Relationship partners are aligned on working methodologies.
Create, update and implement Standard Operating Procedures and keep this up to date with all current and new employees.
Constantly improve team processes to increase efficiency and time spent on tasks.

Your Qualifications & Experience

Experience of supporting colleagues in previous or current role
Experience of working in a retail environment with a high volume of SKUs
Experience of complaint handling
Experience of CRM implementation
Good communication skills and able to present ideas to senior stakeholders
Strong organisational skills and ability to manage and lead multiple projects
Pro-active "can do" approach which embeds a positive and results driven culture within the team
Experience of devising training plans and coaching techniques.

Values & Behaviours

We Pass It On With Pride

Share the knowledge through improved processes and ways of working

We Look Ahead

Seek feedback to ensure standards are maintained and improvements are made
Create a proactive environment, forward thinking attitude

We Roll up our Sleeves

Lead from the front with innovations and improved methodologies
Listen to our customer and find the answers

We are One Community

Cross collaboration with other departments
Drive 1st Point resolution for our partners and customers

At Bailey of Bristol, we're proud of the people behind our products. We're building a team where different perspectives and experiences are valued, and we welcome applications from all backgrounds.

About the Department

Our Customer Relationship team are the friendly voice of Bailey and PRIMA Leisure, helping our customers and retailer partners with questions or queries about our Bailey or PRIMA products.

Our fast-paced team are the first point of contact for many external parties, representing the business and a delivering market leading experience to all our customers. The team are also responsible for our warranty function, processing incoming claims in a timely manner and dealing with any queries in relation to requests.

The Bailey Family

Bailey of Bristol is one of the UK’s leading manufacturers of leisure vehicles, with a proud history of craftsmanship and innovation. We are committed to producing high-quality leisure vehicles that inspire adventure, and we take pride in our skilled workforce, strong team culture, and dedication to excellence.

We have been building Bailey leisure vehicles here in South Bristol since 1948 and are now very much part of the local community. We are also the tenth largest private company in Bristol and the largest recruiter in the area.

The majority of our employees live nearby and have been with us for a long time, with the average length of service around 10 years. As a result, our workforce possesses the necessary skill and experience to successfully produce a complex range of caravans, motorhome and campervans in the same production facility.

What We Offer

As a large business we have opportunities in many areas and can offer people wide and varied careers, all of which attract an excellent benefits package. We are continually reviewing our offering to ensure we remain an employer of choice in the local area.

All positions at Bailey attract excellent benefits including...

Financial & Remuneration

Competitive salaries (with entry-level hourly rates above the Real Living Wage)
Enhanced Company Pension Scheme
Life Assurance Cover from day 1 of employment
Salary exchange Cycle to Work scheme
Financial support through salary advance and travel loan schemes

Social & Culture

Excellent holiday entitlement (25 days a year plus Bank Holidays) with additional entitlement for long service
Enhanced family friendly pay; Maternity pay (24 weeks full pay followed by 15 weeks statutory pay) / Paternity pay (2 weeks full pay)
Longer weekends as a result of an early finish every Friday (role dependent & subject to business needs)
Monthly recognition awards
25% discount at our partner company PRIMA Leisure

Health & Wellbeing