Client Contact Team Leader
Assignment Type: Temporary, ongoing basis where you will be engaged via Hays
Location: Chichester
Working Environment: office based on site / hybrid
Pay type: Competitive hourly pay rate
Our client
The World’s pre-eminent super-luxury automotive brand based in Goodwood, near Chichester, West Sussex, which comprises its global headquarters and Global Centre of Luxury Manufacturing Excellence.
Key responsibilities
The Client Contact Team leader is responsible for leading the Client contact team (CCT) - the centre of competence for Global CCT’s. The CCT is responsible for delivering first level client engagement across all channels, handling inbound and outbound calls. The CCT champion new products and support in the delivery of key business campaigns. The CCT sits directly within the Client Insights team and the overall Client Experience team. In addition to leading the team in core tasks and ensuring adherence to KPI’s, this is an exciting opportunity to transform current operations in the CCT to gain/allow for comprehensive analysis of Client Insights, all with the goal of delivering a High Touch Client experience.
What awaits you?
Leadership of the CCT, managing tasks, training & performance of the team ensuring adherence to KPIs
Act as Global centre of competence to Global CCTs, leading the relationships with key stakeholders across the global business, championing CCT services
Lead the development of processes/structures within the CCT to gather and comprehensively analyse Client insights
Guide the team in Client insight reporting/process, ensuring accurate maintenance of all reporting and process documentation
Evaluation of quantitative/qualitative data, ensuring intelligence is shared with the wider business, including adherence/variances to core KPI’s – e.g. VoC calls (Ownership & Services), Case resolutions.
Informing the wider business of trending/critical topics and the latest Client Insight Intelligence through the preparation of weekly/monthly status reports
Manage, maintain and communicate CCT activity landscape (inbound/outbound calls, campaign delivery) within the team and to key stakeholders.
Ensure that a benchmark client experience is delivered achieving high levels of trust and understanding
Manage relevant compliance checks to ensure adherence to data protection and business policy
What should you bring along?
Minimum 2 years’ experience as a team leader.
Degree or equivalent in a Business Management/Marketing/STEM discipline
Strong and demonstrated experience in leading/managing teams
Able to identify areas of opportunity and think innovatively to create new/improve existing processes
Excellent presentation and interpersonal skills with the ability to communicate effectively with stakeholders at all levels/international teams across different cultures
Experience in using CRM tools
Skilled in Microsoft Excel with experience in analysing data
Be extremely consumer-centric, with a high attention to detail
Fluent English (written & verbal) other languages are desirable including Arabic, Japanese, Chinese, Russian) but not essential
Salesforce experience desirable.
Benefits:
Competitive hourly rate along with an annual performance related bonus
Access to a subsidised restaurant
Hays Go1 training platform which offers a library of over 70,000 courses
Access to Ben – Offers support across a wide range of topics such as mental health well-being, financial or legal matters
Local retail and restaurant discounts
35 days annual leave (Including bank holidays)
What next?
If you are interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or call us now on 0116 261 5001.