Customer Experience Team Leader

Mercedes-Benz Stratford-Upon-Avon - Customer Experience Team Leader
£30,222 + OTB £39,111 + Employee Benefits
40 hours a Week

Benefits

At Inchcape, we are all about rewarding hard work, that’s why we offer a benefits package with great perks from vehicle discounts to mental health support and much more…

• Family Friendly - Enhanced family friendly policies, giving you more time to spend with your family
• Annual leave - A minimum of 33 days annual leave (including bank holidays), rising with long service
• Looking to develop? - Grow your career with us, receive industry leading training from the brand you represent and our dedicated training team
• Your Wellbeing - We take employee wellbeing seriously at Inchcape, we offer a programme to support all our colleagues and families with whatever challenges they may face
• Your Discount - From Apple to Asda and everything in between, we offer discounts that save you money every day
• Your Finances - Effortlessly grow your savings with our Share Scheme, we will match up to 7% when you enrol into our flexible pension scheme and have peace of mind with our free life assurance cover and much more
• Your Recognition - We put our colleagues at the heart of what we do with ongoing recognition and an annual event to celebrate those that go over and above
• Drive with us - We offer discounts and offers on both new & used vehicles and servicing for you, your friends and family
• Your Health - From gym discounts to cash healthcare plans, find everything you need to look after your health
• Cycle to Work - Get a bike and or cycling gear at a significantly reduced price
• Community Volunteering Day - Every colleague has an additional day to spend volunteering for a charity or good cause of their choice, as well as the option to get involved in our company wide charity initiatives
• A company that cares - We believe Inchcape is for everyone and we’re dedicated to building a diverse, inclusive, and authentic workplace

Job Introduction

The automotive industry is undergoing its biggest transformation, moving from a product to service centred approach. Mercedes is determined to be at the forefront of this transformation, revolutionising every step of the customers journey with the onsite dealership at its heart.

The role of the Customer Experience Team Leader is to lead the Customer Experience Team to ensure a seamless customer centric focus throughout the customer journey.

With excellent inclusive leadership skills, you will be a strong people manager. Your focus will be to support all team members to ensure that an outstanding Customer Experience, and the customer needs are central to everything the team does.

You and your team will provide our customers with an excellent experience, with outstanding product knowledge at all points of their enquiry/purchase (both Sales and Aftersales interaction). This will be in a compliant way as well as supporting team members in all departments to ensure the customer needs are central at all times.

Expected to be front of house, a key part of your role will be focus on continuous coaching and improvements, interacting with your team and customers to ensure excellence is consistently applied and maintained.

Main Responsibilities

• To build and maintain the Customer Experience Team by fulfilling all aspects of the day-to-day management of the team. This includes continuous coaching, 121’s and support rota management
• In conjunction with the Sales Manager, responsible for the recruitment, onboarding and employee journey for the CEM team
• Manage and review the team’s enquiry activities to ensure it is robust and complete including the provision of test drives, usage of citnow etc
• Manage and review the teams ongoing activity to ensure all customer enquiries are followed up to the complete satisfaction of the customer
• Support the CET’s in producing and presenting suitable customer offers and propositions tailored to their requirements and needs including associated products where applicable
• Ensure front of house compliance during the customer journey is adhered to at all times, in line with Inchcape’s regulatory policies and procedures
• Responsible for ensuring all CET are trained and reviewed in line with Inchcape processes
• Ensure the Customer Experience Team can confidently explain the difference between several funding options and provide detailed explanations on aftercare products through to finance applications. Supporting where required with less experienced team members
• Achievement of customer satisfaction measures and maintaining Mercedes Benz brand standards, ensuring that the Customer Experience Team are committed to delivering customer excellence - reputation and csi
• Support the Customer Experience Team to ensure that all handovers are seamless and delivered on time
• Work with the SMC specialist on site to ensure that all opportunities are maximised
• Work with the digital merchandiser to make sure the showroom and forecourt are retail ready at all times. With a full product display using correct point of sale
• Manage and maintain systems and processes in line with Inchcape policy

The Ideal Candidate

• An understanding and passion for great customer service
• A team player and builder
• An emotionally intelligent people person who has a genuine desire to coach and develop people and the team
• IT literate on modern systems
• An effective multitasker who is methodical and efficient
• Competent people manager with the ability to lead by example and inspire the team to deliver a class leading performance
• Welcomes feedback and support to optimise performance

About The Company

Inchcape is a leading independent global automotive distributor and retailer. We aim to deliver an outstanding Customer Experience at every one of our franchised dealerships, and to support this all our dealerships have specialist, manufacturer trained staff to ensure you and your car receive the best possible attention.

OUR VISION: To be the world’s most trusted automotive Distributor.
Inchcape is ambitious!