Customer Experience Team Leader

3 weeks ago

Hook, 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 six teams - CX, FinOps, Sales, Aftercare, 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 Monday - Friday 9:00-17:30.
- To manage the KPI’s of Customer Experience (pre-journey) to ensure your team is delivering and meeting the SLA’s.
- To drive Customer obsession by managing the key KPI’s of the team whilst identifying and coaching those that report into you.
- To provide the required level of support to the Customer Operations Department throughout the core business hours.
- Retain & identify sales opportunities by demonstrating a customer obsessed approach to ensure customer satisfaction is the key driver behind every interaction.
- Manage a team of 10 executives to deliver an exceptional customer journey from start to finish.
- Oversee the day-to-day operational functions including but not limited to: Team management / Operational reporting / Building relationship with third parties / escalated calls.
- Enable exceptional service and performance, ensuring you/they hit our KPI’s and SLA’s.
- Coach and develop your team on their individual growth trajectories, helping cinch become the most fulfilling place to work.
- Constantly look for improvements in our processes and work with stakeholders to deliver on action plans.
- Help expand our team by supporting our onboarding and recruitment strategy.

**Knowledge and Experience**:

- Previous experience of coaching and developing a direct report team
- Proven track record of achieving and exceeding customer service and productivity KPIs
- Experience in a CRM product solution.
- Experience in Conversational Commerce such as LivePerson would be desirable.
- Experience in both customer services & financial services would be desirable.
- Proven ability to build strong working relationships with other business areas.
- Experience in sales through service or similar retention roles is required to drive retention.

**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 that sets us apart. Join us as we continue to accelerate, defy expectations, and revolutionise an entire industry.
- 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._

**Salary**: £33,000.00-£35,000.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Free parking
- Gym membership
- On-site parking
- Referral programme
- Store discount

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Yearly bonus

Work Location: In person

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