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BCA are the biggest name in Europe’s vehicle remarketing industry, backed by the Constellation Automotive Group, we’re part of a family including cinch and WeBuyAnyCar.com. We’re growing rapidly and are on a key digital transformation journey.
Constellation Automotive Group is the largest vertically integrated digital used car marketplace in Europe, combining the leading digital brands across the segments of consumer to business, business to business and business to consumer. We offer competitive salaries plus attractive benefits, unrivalled support to progress and flexible remote working.
The Customer Service Team Leader will work in the BCA Driver Sales team: a vehicle remarketing channel which provides leasing and captive finance companies with the opportunity to sell their vehicles prior to de-fleet day via our market leading service. Driver Sales is an end-to-end sales channel which allows our customers to benefit from a pro-active approach to sell their vehicles to the driver of the vehicle or their friends and family. We work with a select number of finance lenders to help facilitate the driver’s purchase.
As a Customer Service Team Leader, you will manage the day-to-day activities of the Customer Services team working in the Wilmslow office, to ensure targets are achieved whilst delivering a high-quality service. To actively drive and lead successful change and improvements to enhance Customer Satisfaction.
The ideal candidate will have a strong background in Customer Service and the ability to lead a team, be confident working with CRM systems (Salesforce or similar). A background in the automotive industry is desirable but not essential.
Key Responsibilities
* Manage the department’s workloads to achieve KPIs and Service Levels.
* Collate results of activity and distribute as necessary.
* Motivate, coach and support the team daily to achieve and exceed individual and team targets.
* Create a positive environment that empowers team members to deliver service excellence and drive a high performance culture.
* Manage and coach individuals to ensure they are demonstrating the department’s values and behaviours, monitor this through call grading.
* Conduct regular 121’s and appraisals for the team, delivering constructive performance feedback and identifying development needs.
* Resolve referred customer-related issues/complaints in a manner which maximises customer and company satisfaction.
* Act on Net Promoter Score (NPS) and customer feedback by discussing this with your team, engaging with customers to gain more insight and delivering action plans to make improvements.
* Manage and review the team’s performance, facilitating training issues and performance management quickly and effectively to ensure highest standards of customer service are maintained.
* Actively seek new training initiatives to improve performance within the department.
* Assist/manage the implementation of new projects/services and processes.
* Be actively involved in the recruitment and selection process for the department.
* Provide Operational feedback to the Head of Internal Sales and Operations to assist in driving continuous improvement across the department/business.
* Build and maintain relationships with all key stakeholders and internal/external customers in order to improve customer experience.
* Effectively manage performance and conduct issues in line with company policy.
* Effectively manage absence in line with Company policy to ensure absence is kept to a minimum.
* Conduct team briefings and meetings as and when required.
Key Skills
* Team leadership skills to motivate team members and create a strong team environment.
* A track record of successfully leading a team to achieve targets and objectives.
* Experience working with a customer focused environment is essential.
* Experience of working/managing teams within a multi-channel Customer Service environment.
* Good working knowledge of CRM platforms (Salesforce experience desirable).
* Ability to coach and develop others to help them achieve their potential.
* Ability to challenge poor behaviours/attitudes that do not deliver service excellence.
* Ability to work under pressure and to deadlines.
* PC literate, with familiarity of Microsoft products to include Excel, Word, Outlook and Teams.
We are proud to be Level 1 Disability Confident and committed to ensuring our recruitment process is inclusive and accessible.
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.
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Automotive
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