Customer Experience Team Leader

Forde Recruitment are currently recruiting for a Customer Experience Team Leader on behalf of our client, An evolving global automotive business supporting customer de-fleet, multiple remarketing channels and a complete range of vehicle preparation services including wholesale and retail ready.

The Role

This role requires you to provide excellent and inspirational leadership to the client Experience Team and wider client stakeholders. You must have the ability to drive and increase performance by taking a strong customer focus approach, monitoring, and supporting advisors to ensure that business, knowledge base and work processes are adhered to and make sure that department SLAs are being met or exceeded.

There is a key requirement to ensure that all quality standards are continuously met or exceeded, and that the customer always receives a positive consumer journey. Through call monitoring of work carried out by the team and interdepartmental liaising you will ensure a consistent approach across all work streams.

Location: Bruntingthorpe

Salary - £35,000

Hours: Monday-Friday 08:00-17:00 (40 hours per week)

Your Responsibilities

• You are responsible for managing the day-to-day delivery of the Customer Experience Team ensuring a consistent high standard of customer services.
• Create an environment that engages high performing individuals to excel in delivering all services and skill development, including reviewing the performance of team members identifying training needs, coaching, and planning training sessions.
• You will confidently share your opinion about working for the business and participate in Employee Surveys, enabling the business to identify areas for improvement for the benefit of everyone.
• You will sufficiently prepare for your 1:1’s, providing examples of how you have demonstrated the right behaviours and taken the right steps to achieve your results.

Customer Responsibilities

• You will strive to develop an excellent Customer Experience to our customers.
• Improve the client experience by managing team members, monitoring, and analysing results and implementing changes where necessary.
• Report on telephone data to help implement change and make the team as efficient and effective as possible. Whilst maintaining call quality standards, including setting and meeting performance targets for speed and efficiency.
• You will personally participate to improving our client experience.
• You will act as an escalation point for Client issues & complaints at an operational level. You will provide support to resolve everything swiftly and professionally, reducing the client dissatisfaction. If things cannot be resolved promptly, you will escalate concerns appropriately for resolution.

Requirements

• You will need to have an outgoing personality, have proven leadership skills, and the role can be demanding but also very rewarding.
• Previous experience in leading a customer service/ administration team is a prerequisite for the role and must be demonstrated in any application.

Benefits

• 5% Annual Bonus
• 4% Pension contribution
• 25 days holiday + Bank hols
• Birthday Off + Wellbeing + Charity Days

This vacancy is being advertised on behalf of Forde Recruitment Ltd who are operating as an Employment Business. Unfortunately, due to the high volumes of applications we are currently receiving, we are only able to contact candidates who are successful in progressing to the next stage. If you have not been contacted within 7 days of your application, then please presume that you have not been successful on this occasion and continue to search on our website for additional opportunities.