We are looking for a Customer Experience Team Leader to assist the Customer Experience Team Manager in the management and delivery of tasks relating to the Customer Experience. To manage workflow, functions, customer and CBS needs whilst ensuring the team meet and exceed their personal and business objectives.
The Customer Experience Team is responsible for delivering excellence and expertise at every stage of interaction with the client. The CET Department will work with the wider CBS business to continuously improve the products, services and systems to meet and exceed the customer needs and lead expectations to maximise CBS business growth and retention.
The salary for this role is £29,000 per annum. The working hours are 35 hours per week, from Monday to Friday on a hybrid working pattern with the option to work from home 1 day per week following successful probation.
About Us
At Car Benefit Solutions, we specialise in providing Employee Car Ownership Schemes and other customised car schemes, such as salary sacrifice. With support from leading motor manufacturers and managed by our dedicated team at CBS, our schemes are thoughtfully designed to bring benefits to both employers and employees.
We have a strong reputation in the Automotive and Corporate sectors. We are proudly recognised as a 3-star World Class best company to work for, ranked 3rd in the Business Services sector. Additionally, we are among the top 25 employers in the Northwest region. Our Gold status further exemplifies our commitment to our people as Investors in People and We Invest in Wellbeing.
Requirements
* Responsible for the customer relationship, delivering an outstanding customer experience at every stage of interaction with CBS schemes, solutions, and services
* Recruit, train, mentor, manage and support new starters, and the wider team to deliver an outstanding customer experience first time, every time
* Conduct performance reviews in line with CBS performance management processes including a review of actions and training needs to ensure clear direction and development of the team
* Monitor activity levels and performance management of the Helpdesk Team and provide reports, statistics and analysis as required
* Observe, adopt and lead the departmental workflow relating to operational tasks to best service the customer and CBS needs in the most customer centric way possible
* Support all tasks relating to the lifecycle of a CBS vehicle from delivery to disposal
* Maintain all databases, workflow reporting and bespoke software to meet the business needs
* Assist drivers with queries relating to website, end of contract issues, mileage recording and general scheme enquiries through to satisfactory outcome for both the customer and business needs
* Provide assistance for customer issues and see this through to satisfactory resolutions, working in collaboration with all departments as and when needed
* Assist with the recording, storing and management of customer surveys, satisfaction scores and feedback responsibilities
* Contribute to the development and execution of strategic plans that align team objectives with broader organisational goals
* Lead and implement continuous improvement initiatives to enhance team efficiency, service delivery, and operational effectiveness
* Champion the adoption and integration of new technologies that underpin and elevate the customer experience, ensuring digital tools and systems are aligned with department objectives and goals
* Identify, evaluate, and support the implementation of innovative tech solutions that streamline operations, improve customer interactions, and future-proof service delivery
* Support and contribute to the Quality Assurance programme through regular service reviews, feedback, and coaching - ensuring consistency, compliance, and continuous improvement across all customer interactions
Qualifications
Essential
* GCSEs grade C and above to include Maths & English
Desirable
* Educated to A Level
* Educated to degree level
Essential
Skills, Knowledge & Attributes
* Proficient IT Skills including MS Office
* Passionate, dedicated, customer focused and driven to succeed in the delivery of excellent customer service
* Experience in Microsoft Dynamics Customer Service or similar platform
* Strong and effective verbal and written communication skills at all levels
* Meticulous organisation skills
* Excellent telephone manner
* Customer service experience
* Experience of handling complex customer queries
* Ability to remain calm and meet deadlines
* Ability to work in line within Customer Centricity values
* Ability to work in line with CBS Core Values of pride, integrity, accountability, continuous improvement and enjoyment
Desirable
* Ability to cope with fast moving environment and delivering a customer led, agile service
* Knowledge of CBS products and systems
* Previous experience working in the automotive sector
* Experience of mentoring and supporting team members including through on the job training
Please note as part of our pre-employment checks, all successful applicants must undergo a standard DBS check prior to starting employment. #J-18808-Ljbffr