Customer Experience Supervisor

1 week ago

Derby, Derby, United Kingdom Inchcape Full time

bravoauto Derby - Customer Experience Supervisor

Benefits
We are all about rewarding hard work at Inchcape and as a Customer Experience Supervisor you'll receive a competitive basic salary and fantastic range of benefits including;

  • Vehicle purchase discounts
  • There are plenty ways that you & your family can Drive with Us at Inchcape, from vehicle discounts to service offers. Own your dream car for less.
  • A pension that pays
  • Our flexible pension scheme gives you the freedom to plan for the future in a way that suits you. Choose exactly how much you want to contribute on a monthly basis
  • Save as you earn plan
- reap the rewards of Inchcape's success and effortlessly grow your savings. Save every month for a set period in order to buy Inchcape shares at a discounted price.

  • Life Assurance we give you the peace of mind when you need it most
  • Health Shield Cash Plan
  • Supporting your health and your wallet, this benefit reimburses you the cost of everyday health care from prescriptions to dental work.
  • Employee Discounts with The Showroom make your salary go further with the discounts and cashback offers available at over 1000 retailers
  • Discount Gym membership keep fit with our big brand gym & fitness offers


 Employee Assistance Programme
  • We take employee wellbeing seriously at Inchcape, we offer a programme to support all our colleagues and families with whatever challenges they may face at work or at home 24/7 365 days a year.


 Holiday Allowance
  • We believe in rewarding all colleagues for their hard work, and offer an annual leave entitlement of 25 days per annum for all colleagues.
  • And much more.

Job Introduction


The role of the Customer Experience supervisor is to support the customer experience manager in leading the team, making sure that we provide a seamless customer experience throughout the whole customer journey.


Working with all team members to ensure that we deliver customer excellence at every opportunity, assisting in providing our customers with the correct details and information at all points during their purchase and be on hand to assist each team member and customer as required, you will there to support in coaching in all elements of the customer journey.


Main Responsibilities

  • Support the leadership of the Customer experience team and assist overseeing the overall customer experience
  • Manage the teams daily leads into EnquiryMAX making sure all are recorded and followed up using a multichannel approach
  • Ensure compliance to the agreed Inchcape regulatory sales process in order to treat customers fairly
  • Working with the Customer experience team ensuring that all team members are trained to required standards and to identify any training requirements
  • Assist the customer experience team so they can confidently explain the difference between a number of funding options, and provide detailed explanations on aftercare products.
  • Achievement of customer satisfaction measures and maintaining bravoauto brand standards, ensuring that customer experience team are committed to delivering customer excellence
  • Work with the customer handover team to make sure that all handovers are seamless and delivered on time
  • Work with the Digital merchandiser to make sure all cars are cleaned, quality controlled, imaged and displayed using correct POS
  • Build and maintain relationships with all stakeholders
  • Manage and maintain systems and processes in line with Inchcape policy
  • Work as part of a team with a natural ability to lead
  • Attention to detail
  • Has a genuine desire to help people and the team
  • Builds warm and friendly rapport with customers
  • An effective multitasker who is methodical and efficient
  • Works hard to meet or exceed performance objectives
  • IT literate with the ability to move between multiple and bespoke systems competently
  • Previously worked in a customer focused environment
  • Understanding of interpreting data and performance metrics
  • Welcomes feedback and support to optimise performance

About The Company
Inchcape is a leading independent global automotive distributor and retailer.

We aim to deliver an outstanding customer experience at every one of our franchised dealerships, and to support this all our dealerships have specialist, manufacturer trained staff to ensure you and your car receive the best possible attention.


OUR VISION:
To be the world's most trusted automotive Distributor.

Inchcape is ambitious We are pursuing a strategy of growth, both organically and by acquisition, across the globe. We have a number of exciting opportunities for equally ambitious talent.


At Inchcape we are dedicated to building a diverse, inclusive and authentic workplace, and believe that Inchcape is for Everyone.

So if you're excited about this role and you share our values to deliver great experiences through fresh thinking and working better together, we encourage you to apply.

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