Customer Experience Team Leader

Role Overview

The Customer Experience Team Leader will provide guidance, support, and direction to the team to ensure Tier 1 and Tier 2 KPI’s are achieved and within SLA’s. This role will be responsible for all support activities during the customer purchase journey, supporting customers with car ownership. Building strong and effective relationships with internal and external stakeholders to identify opportunities for growth and operational improvements.

What You Will Do

Provide performance updates to senior management, sign posting potential issues and putting forward possible resolutions. Direct line responsibility to manage disciplinary and grievances, objective setting, performance management and employee safety. Conduct regular 1:1 meetings, focus on quality, succession planning & ensure our employees align with our customer charter & company values.

Why It Might Be a Fit

We’re looking for a customer-obsessed leader who can build strong working relationships with team members, business areas & Senior Leaders. You should have experience in motor trade sales and/or financial services, and be confident in your ideas and skilled at influencing both internal and external stakeholders.

Requirements

• Previous experience of working within a large Customer Service team as a people Manager
• Experience in motor trade sales desirable
• Experience in motor trade financial services desirable
• Experience in Zendesk product solutions, desired, but not essential
• Experience in Conversational Commerce such as LivePerson, desired, but not essential
• Excellent attention to detail
• Confident in leading through ambiguity in a fast-paced environment
• Passionate about people, developing those around you and supporting personal growth

Benefits

• Competitive salaries and bonuses
• A company pension scheme
• An Employee Assistance Programme
• Access to trained mental health first aiders
• Enhanced maternity, paternity, and adoption leave