Customer Service Team Manager

Job Description

Contract Type: Regular AboutAutoglass®andLaddaw®Were arecognised superbrand and we know where were going.Were a business with direction and purpose and regardless ofyour rolehere, its about us all making a difference with real care.We never stand still. Were relentless, innovative and ambitious,always looking to go further and improve, which creates a world where we need genuine and driven people to help us get there.Making a Difference Together.As a truly people focused business, we believe in promoting opportunities for all, welcoming people who share our passion for enabling exceptional customer experience.Well support you with fantastic tools and training in an atmosphere that encourages ideacontribution and collaboration working with warm, friendlyand real people.If this sounds like somewhere youll thrive, keep reading.--ROLE PROFILEJob Title: Customer Service Team ManagerPeople Leader: Customer Service Operations ManagerBusiness Area: Operations & CustomerTeam: Customer Experience CentreLocation: Priory Park, Bedford and your home addressWho we are Belron UK Ltd (trading as Autoglass® and Laddaw®) are part of the global Belron® group of companies, the worlds leading vehicle glass repair and replacement business. Home to 29,000 employees, Belron operates across over 30 countries and 6 continents toensure all our customers receive the best quality service.Our Values of Caring, Genuine, Collaborative and Driven are our DNA and underpin everything we do by shaping how we interact with our people internally, and our external partners and customers.Our purpose as one of the Belron® group of companies, is making a difference with real care.Job SummaryWorking as part of the Customer Experience Centre leadership team, you will be responsible for leading a team of Customer Experience Representatives to maximise conversion, delivering and maintaining excellent customer service levels through inspiring leadership,effective coaching and mentoring. Living our values, you will create a climate where people feel valued, safe and supported, and are passionate about solving customers problems with real care.Accountabilities and ResponsibilitiesYour key accountabilities and responsibilities will be to:

• Empower a team of Customer Relations Officers (CROs) to take ownership of complaints and be able to support our customers through our service recovery journey with them.
• Focus on turning a negative customer encounter to a positive experience of our business.
• Provide inspiring leadership for a team of CROs.
• Conduct regular one to ones, using the Belron Way of Performance, with a focus on wellbeing as well as performance and development.
• Ensure CROs understand role expectations and provide support, coaching and guidance to in order for them to achieve and exceed these.
• Guide, coach and develop CROs to be able to identify customer needs, gathering the information needed to complete the job right first time.
• Motivate and manage team members fairly, in line with policy, with a balanced and considered approach in line with our values.
• Use insight to drive continuous improvement across the business.
• Create clear and effective development plans with team members to support their development needs and aspirations.
• Ensure your team are kept informed of business updates and key messages and always have the opportunity to share their views.
• Manage escalated customer service issues to a satisfactory outcome for both the customer and Autoglass® and feed back to the relevant people concerned.
• Provide support to the wider CEC leadership team and wider CEC population as needed.
• Actively support the team and take responsibility when requested, for example in the absence of other leaders or key players
• Put the health, safety and wellbeing of our people at the forefront of everything you do.
• Recruit and play a key part in the on-boarding process, ensuring an engaging experience for candidates and new starters.
• Actively participate in and contribute to leadership team meetings and any other events including training and workshops.
• Fully understand and take steps to positively impact individual and team targets, results, and key performance indicators
• Form strong working relationships and other teams and collaborate to bring effective solutions and improve the customer journey.
• Be a role model for rest of Team, champion best practice and take responsibility for own development.

• Contribute towards effective team working and communication, both internal and external

Skills, Experience and Qualifications

• Complaints experience
• Customer service mindset
• Problem solving skills
• Communication and influencing skills
• Sound understanding of business operations
• Proven experience in effectively leading a team
• Strong Leadership and motivational skills
• Engaging and inspirational coaching style
• Planning and organising, effective time management
• Ability to build credible relationships with stakeholders
• IT skills

Scale of RoleYou will lead a team of 12-15 Customer Experience Representatives, who have a blend of home working and hybrid contracts.Working Hours: Monday - Friday 8:30 - 5pmBenefits:

20% of salary bonus potential

Pension - up to 15% employer contribution

Healthcare - individual/family coverDeath in se