Customer Experience Team Leader

Job Location	Blackbushe Airport, Blackwater
Education	Not Mentioned
Salary	£30,000 - £35,000 per annum
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Permanent, full-time

Job Description

Role: Customer Experience Team LeaderSalary: up to £35,000 + 10% bonus based on company performanceJob Type: Full-time, permanentWorking hours: Shift rota pattern, this role will require you to work some evenings and weekends (5 out of 7 days a week, the contact centre is currently open from 8am - 8pm)Relocation - We are relocating in June, please only apply for this position if you can commute to Hook!Were cinch. Our mission is simple - remove the faff from buying and changing cars, giving customers more choice, with more ease. That’s it. We’re putting drivers first and we’ve ripped up the rule book to make sure that happens.cinch lets people find just-the-right used car online from an ever-growing pool of quality-checked choices. Then we deliver the car to its new owner with a 14-day money-back guarantee. And if they’ve part-exchanged on their current car, we’ll even take that one away. Now that’s faff-free.We’re a customer-first ecommerce business with huge ambition, already driving exponential growth. And we have an exciting roadmap of innovative products to grow our customer offering as preference for buying cars online grows.cinch is a new-to-market brand backed by the Constellation Automotive Group. That means we’re part of a family including BCA and WeBuyAnyCar.com. We like to keep good company.Diversity and inclusioncinch wants to help all kinds of people in the UK find and buy a car. So it makes good sense to have all kinds of people working with us on the challenge. Conversations and the decisions they lead to are better for featuring different voices. Representation matters.And doing your job while not being your authentic self is not faff-free. Being free to be the best of who you are as you soar to professional greatness is the kind of business we commit to creating, as one.Customer Experience Team LeaderWhat you’ll be working onYou will be joining Cinch at a crucial and exciting time. This is a unique job opportunity, focussed on looking after customers, ensuring they receive a first-class service from the beginning to the end of their journey.Training will be given plus all the support you need to carry out your role to the best of your ability.This is a superb time to come onboard, taking ownership of your position and developing a career.You will form part of the close knit’ Customer Experience team who are available to help our consumers with escalations 7 days a week from 8am - 8pm (However, this could extend to 8am - Midnight).As part of your varied role, you will be involved with

Work closely with the team, managing, motivating, and coaching them and allocating workloads accordingly

Hosting 1-2-1’s and team meetings

Daily, weekly and monthly reporting of all KPIs

Ensure training and development plans are maintained for all team members

Lead and inspire the team to deliver excellent levels of individual/team performance and customer satisfaction

Evolution chasing on pay-out for delivery

Call queue, answer time, abandonment rate, live chat response rate management

Day to day management of team - questions / escalations on complaints

Rota and absence management

Things we look for in you

A strong customer service/experience/satisfaction background

Experience in conversational commerce and or telephony

Understanding of the customer journey and the importance of delivering great customer service is essential

An understanding of working in a rapid growing start-up and/or the automotive industry is an added bonus

Excellent interpersonal, communication skills with strong customer service skills and a passion for finding solutions to enhance performance

Good influencer with an ability to build and maintain strong relationships at all levels

Well-organised with excellent attention to detail and the ability to multi-task.

You will have proven team leader experience working in an office based, customer experience role. Proven abilities managing and motivating teams, monitoring performance and individual/team targets and objectives and a clear drive to deliver high quality customer service is a must.Benefits:

25 days holiday + Bank Holidays

10% bonus (Based on company performance)

3% pension contribution

Onsite parking

Required skills

Call Centre

Communication Skills

Customer Service

Team Leader

Team Management

Keyskills :
Call Centre Communication Skills Customer Service Team Leader Team Management

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