About The Role
Job Title: Customer Experience team Leader - FTC
Salary: Up to £36,000 plus bonus
Location: Hook (Office based)
Working Hours: Monday - Friday, 37.5 hours per week (Shift Patterns 08:00 - 16:15 and 09:45 - 18:00, alternating weeks)
Job Status: Fixed-Term-Contract (10-12 months)
At cinch our mission is simple - to remove the faff from buying and owning cars, giving customers more choice, with more ease (not to mention a free 90-day warranty on all cars...)
Already the UK’s largest online used car retailer, we’re expanding our offering with an exciting roadmap of online and physical retail solutions - including faff-free car servicing at over 100 locations across the country.
We’re part of Constellation Automotive Group - a family of brands that also includes We Buy Any Car, British Car Auctions (BCA) and Marshall Motor Group. Together, cinch and Marshall operate as Constellation Retail - bringing together 100+ years of motoring know-how at 130+ stores (Marshall) with a market-leading digital experience from a much-admired brand (cinch).
The road ahead for you is clear. Join us and you’ll get a unique opportunity to grow your career across two leading automotive brands that are really going places. Buckle up and enjoy the ride.
What you’ll be working on
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:
Inspire your people to improve their skills, recognise their achievements and provide constructive feedback. You lead by example and encourage a positive working environment
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
Ensure processes are followed correctly, coaching, training and guiding the team to deliver the best quality
Identify next issue avoidance opportunities and manage escalated cases in a professional & timely manner
Add additional value by offering products that will support Customers with their car ownership beyond the purchase.
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
Provide performance updates to senior management, sign posting potential issues and putting forward possible resolutions.
Direct line responsibility to manage disciplinary and grievances, objective setting, performance management and employee safety. Conduct regular 1:1 meetings, focus on quality, succession planning & ensure our employees align with our customer charter & company values. 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
things we’d love to see
Previous experience of working within a large Customer Service team as a people Manager. This role is managing people…