B2c Operations Team Leader

3 weeks ago

Maidenhead, United Kingdom Volvo Cars Full time

**Looking for more than a job?**

A job with meaning is more than a job. Creating the kind of positive change, we’re planning will need the skills of the world’s most talented people. In this role, you’ll have the opportunity to affect your future and that of millions of others in ways you may never have thought possible. Curious? We hope so.

**What’s in it for you?**

People are at the heart of our business. We want you to innovate, challenge and build a career at Volvo Cars. In return we offer hybrid working to allow for greater flexibility and work-life balance, further enabling us to reduce our environmental impact and support your personal circumstance. In addition, we offer flexible working, 15 days per year to work from any location in the world, 24 weeks enhanced parental leave and 28 days annual leave plus 4 fixed and 4 flexible bank holidays which you can use to support your personal beliefs at any time of the year. We also have a flexible benefits platform in which you can buy additional holiday and take advantage of family savings and shopping discounts. A preferential car lease scheme for employees and family members to utilise along with health & wellbeing initiatives, charitable giving days alongside personal growth and career development opportunities.

**What you’ll do**

The role enables an outstanding customer service experience by supporting the B2C Operations Manager in the day to day activities of a team of Operation Consultants. The Team Leader acts as a point of contact and escalation for other team members for Retailer related questions and for Retailers that require additional support. They actively pick up Team Lead responsibilities including taking primary responsibility for adjusting processes in real time, assigning resources to the correct activities and to ensure that the goals for the team are met. They will also participate in relevant meetings, with the support and direction of the
B2C Operations Manager.

Your key deliverables will include:

- Provide the best customer and retailer support by monitoring interactions and developing a deep understanding of what our B2C customers and retailers really want, so that the team can guide them appropriately.
- Act as a true Customer advocate in our business who is empowered to offer individual resolutions.
- Communicate effectively with our customers and retailers based on their needs.
- Support team members by being a point of contact and escalation and mentoring new joiners.
- Ensure teamwork and advocate knowledge sharing within the team.
- Develop direct reporting through recurring follow-up and development talks.
- Actively develop and motivate the team by follow up performance assessment, and consistently provide relevant feedback to drive both performance and behavior.
- Help implement the compliance of rules, directives and norms within the team.
- Coordinate lead generation, delegation and follow-up of leads to ensure that they are being utilized effectively according to your local processes.
- Take a proactive role in converting consumer leads to sales according to your local market.
- Take ownership, prioritizing and escalating our customers' feedback and feature requests to the relevant internal teams.
- Monitor and measure the commercial result of the interactions for each of the process flows, to ensure maximum returns for the stakeholder departments and brands.
- Proactively spot patterns in the frustrations or hopes of our retailers seeing where we can change our processes, tools or product to make them happier.
- Constantly monitor workflows and workloads and adapt processes to ensure efficiency in the operation and a seamless customer experience.
- An excellent communicator with the ability to engage with several different stakeholders.
- Highly adaptable and positive to changes in assignments and priorities in order to manage and meet deadlines.
- Able to communicate positively with colleagues and customers at all levels, with authority and confidence.
- Calm under pressure with an organised nature and strong attention to detail.
- A team player, proactive in supporting and assisting the team.
- Able to handle numerous tasks concurrently.
- Genuinely interest in providing professional customer service.
- Motivated by working in a fast-paced, dynamic team with the ability to adapt, manage and meet deadlines.
- Systematic with a process-oriented way of working.
- Highly knowledge in complaint management.
- Experienced in taking responsibility for process handling.
- Fluent oral and written communication skills.

Knowledge or experience of CRM systems as well as a customer care or fleet management background would be highly desirable for this role, as well as first line management experience. **Most of all, you share our values and can see everyone's potential. Your warm personality and eagerness to collaborate will be welcomed by all of us**

**Benefits & Life at Volvo Car UK**:

- Competitive salaries

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