Location – Hook, Hampshire Shift pattern - 5 days a week - Monday - Friday and every other Saturday but you will get this day back in the week - Alternating shifts: 8:00-16:15 or 9:45-18:00 cinch and careers cinch is shaking up the digital car-buying experience, are you up for the journey? Our mission is faff-free and ever-evolving, just like the employee experience we’ve created. Our people are the heart of our business and together we’re building a curious and like-minded community eager to take the used car market by storm. There are so many opportunities here for you to succeed, and as one of the UK’s fastest-growing businesses, a career at cinch means you can go anywhere. And when we do, we go together. cinch and Customer Experience One of our values as an employer is that we keep our customers at the heart of all we do. Our Customer Experience team helps us do just that. Made up of six teams – CX, FinOps, Sales, Aftercare, Customer Relations & Quality Assurance – this team drives relationships and fuels cinch as the go-to online marketplace for buying cars in the UK. We’re looking for a Customer Operations Senior - a people person, someone proactive, enthusiastic and ready to get stuck in. The Customer Experience team is constantly growing, grow it further with us. Purpose of the role: To drive Customer obsession by supporting the delivery of KPI’s within the team To provide the required level of support to the Customer Operations Department specifically your Customer Operations Team Leader First point of escalation for the Customer Executives, leading from the front and driving the cinch ways of working Role Accountabilities: Supporting management to ensure our key SLA’s and KPI’s are achieved A primary focus will be ensuring our processes are followed through coaching, training and guiding team members. The success of our people and their development is key to the Customer outcome. They will be commercially aware of new processes and our responsibility to keep Customers in their existing cars/in brand. The role holder should demonstrate their ability to question and challenge where they feel it’s required. The role holder will be the voice of the brand. They will understand the importance of delivering on commitments made to our customers and doing so when promised. Day to day interaction with our consumers, helping them find, buy & Part Exchange their vehicle. Understand the importance of proactively reaching out to customers pre & post-delivery to provide a world class service. The role holder will understand the importance of delivering against agreed KPIs and SLAs; ensuring a consistently high level of customer experience is given throughout. The role holder will be accountable for supporting the team leaders & managers to ensure business agreed targets are met by delivering a consistent & outstanding customer experience. The role holder will play a key part in shaping the culture within the Customer Operations Department and drive customer obsession with a positive & can do approach. The role holder will have the relevant skill set to defuse a situation, identify next issue avoidance opportunities and manage escalated cases in a professional & timely manner. The role holder will be able thrive in an environment of change, they will understand the importance of adapting to the requirements of the department with little notice given & work with the wider management group to ensure KPI’s are achieved. The role holder will respect the different requirements needed from each area and support the business with volumes. Knowledge and Experience: Previous experience of working within a large Customer Service team Experience in Zendesk product solutions. Experience in Conversational Commerce such as LivePerson. Experience in both customer services & financial services would be desirable. Proven ability to building strong working relationships with team members & business areas. cinch and Rewards cinch’s benefits programme sees that our people are supported both in and out of work. That’s what a faff-free life is all about. We offer: Competitive salary and yearly bonus A company pension scheme An Employee Assistance Programme Employee discounts Employee cashback and discounts from hundreds of high street names Access to trained mental health first aiders And so much more cinch and you In making the most out of a career at cinch you need to be curious, creative, and collaborative. See, we’re putting you in the driver’s seat, in control of your career and ready to drive your own development. There’s no bureaucracy, no hierarchy, just an environment with values that bring us together and a purpose that sets us apart. Join us as we continue to accelerate, defy expectations, and revolutionise an entire industry. Feel like you would be right for this job but not sure you meet every requirement? We know it can be daunting to apply for a role unless you feel like you can tick every box on the job description. We are building an inclusive and authentic workplace, so if you’re excited about this role but your experience isn’t quite there yet, we’d love for you to apply. You might just be who we’re looking for. If you're looking for a career that has great teamwork, training, rewards, long-term scope and is going places – apply now Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.