Customer Experience Manager

Job Description

45 hours per week.Every Saturday with Sunday and a day off in the week, and one full weekend with 2 days off in the week per month.Company background Superbike Factory Ltd was founded in 2010 and has developed into the largest retailer of new & used motorbikes in Europe.Superbike Factory is a data rich, digital first business, offering the only true end to end consumer experience in the sector, helped by our purpose built Master-Sites in Macclesfield and Donington Park.We also have over 2000 new and used motorbikes in our Macclesfield & Donington Park show rooms at any one time, and we are open daily for customers old and new to come and marvel at the number and selection of bikes we have in store.Backed by one of the most successful private equity houses in Europe, the business is now embarking on its next phase of growth, currently employing over 300 people. We opened our second Super-Site at Donnington Park racetrack in 2021, are planning twoadditional site openings next year, in addition to a recent acquisition in West Yorkshire.Superbike Factory is simply the go to place for motorbike fanatics!You dont have to love motorbikes to work here, although many of our team have turned their passion in to their career!You must be able demonstrate a profitable and successful track record delivering exceptional customer experience through all levels of customer journey.In addition, we are looking for candidates with high organisational skills, outstanding leadership qualities, effective decision-making skills and data inputting and reporting experience.Experience working in Call Centre or similar FCA-regulated environment would beneficial.Motor trade / automotive experience is preferred but not essential as full training will be provided.A Day in the Life of Customer Experience Manager: Providing an exceptional customer experience Managing, supporting, and developing small team of advisors who deal with enquiries and complaints Ensuring smooth running of day-to-day service delivery Accurately obtain and report on daily/weekly figures to the Senior Management Responsible for delivery off all departmental KPIsWhat youll need to be successful: Proven experience in leading, developing and supporting colleagues Experience working in a Call Centre/Customer Service / experience department. Demonstrate effective problem-solving skills Ability to build strong working relationships with customers and keys stakeholders In depth knowledge of consumer right act and FCA regulations Driven to achieve your goals and the goals of the business Motorcycle / automotive knowledge is beneficial but is not essentialBenefits Netflix MembershipThe Dining Group Discount CardGymflex BenefitGroup Life Assurance 4 x salary15% Staff Discount on AccessoriesStaff Discounts on SBF BikesSalary Sacrifice Pension SchemeCycle to Work SchemeHealth Care + WellbeingBenefits, Bereavement counselling, Critical illness support, Legal support, Cancer support, Fitness plans and nutrition advice, Physiotherapy +Mental Health Consultation, 24/7 Employee Doctor Help Line