Customer Experience Aftercare Team Leader

1 week ago

Hook, Greater London, United Kingdom Cinch Cars Full time

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 seven teams - CX, FinOps, Sales, Aftercare, Technical, 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 people person, someone proactive, enthusiastic and ready to get stuck in. The Customer Experience team is constantly growing, grow it further with us.

The role
This role is for a Team Leader.

Reporting to the Customer Experience Aftercare Manager, you will form part of a close knit team who are available to help our consumers resolve their complaints.


Role Accountabilities:

  • The role holder will have a direct line responsibility to manage disciplinary and grievances, objective setting, performance management and employee safety.
  • A primary focus will be ensuring our processes are followed through coaching, training and guiding those individuals directly reporting into them. The success of our people and their development is key to the Customer outcome.
  • The role holder will be responsible for demonstrating the progress made in the introduction of any new process into the teams they manage. 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.
  • The role holder will be accountable for ensuring business agreed targets are met for cancellations & returns by delivering a consistent & outstanding customer experience.
  • The role holder will maintain a focus of continuous improvement & highlight the need for change when identified. They will work with the Customer Operations Management group to ensure all KPI's & SLA's are met department wide.
  • 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

  • Experience within the motor trade, or within either a complaints or warranty claims would be desired
  • Previous experience of coaching and developing a direct report team
  • Proven track record of achieving and exceeding customer service and productivity KPIs
  • 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 other business areas
  • Experience in sales through service or similar retention roles is required to drive retention
  • Sales experience

Personal Characteristics

  • Customer obsessed, determined to deliver world class service
  • Calm, engaging but assertive personality to deliver a resolution
  • Excellent attention to detail
  • Confident in leading through ambiguity in a fastpaced environment

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
  • 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 tha

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