Customer Experience Centre Team Manager
Contract Type: Fixed Term (Fixed Term)
Salary: Up to £35,000 DOE
Location: Hybrid, Priory Park, Bedford
Job Summary
Working 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 customer’s problems with real care.
Accountabilities and Responsibilities
Your key accountabilities and responsibilities will be to:
* Provide inspiring leadership for a team of Customer Experience Representatives (CERs)
* Conduct regular one to ones, using the Belron Way of Performance, with a focus on wellbeing as well as performance and development
* Ensure CERs understand role expectations and provide support, coaching and guidance to achieve and exceed these
* Guide, coach and develop CERs 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
* 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
* Effectively manage call duration, sickness and absence and productivity across the team
* Provide support to the wider CEC leadership team and wider CEC population as needed
* Ensure your team support opportunities to increase service levels by promoting value added products and services (VAPS) and general Autoglass services
* 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 with other teams and collaborate to bring effective solutions and improve the customer journey
Skills, Experience and Qualifications
* 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 Role
You will lead a team of 12-15 Customer Experience Representatives, who have a blend of home working and hybrid contracts who work varied shift patterns and provide wider support to the Customer Experience Centre.
Key stakeholders
* Concierge Team
* Customer Services
* CEC Resourcing Team
* Operations
* Customer Accounts and Pre Validation Teams
* Risk and Compliance
* People Team
Training
You will be required to complete regular mandatory training to keep your knowledge up to date in the following areas:
* Equality and Diversity
* GDPR, Data Protection and Information Security
* Bribery Act
* Modern Slavery
* Manual Handling (injury at work)
* Health & Safety (DSE assessment etc)
* Vulnerable Customers
Accessibility: We make every effort to make our web presence accessible to all. Upon request and consistent with applicable laws, we’ll provide reasonable accommodations to individuals who need assistance in the application/hiring process. For assistance, contact us at recruitment@belronuk.com.
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