Customer Operations Team Senior

5 days ago

Hook, United Kingdom Cinch Cars Full time

**Customer Operations Team Senior**:
**Hook - Hampshire**:
**on site role**

We're cinch. Our mission is simple - remove the faff from buying, changing and owning cars, giving customers more choice, with more ease. That’s it. We’re putting drivers first and we’ve ripped up the rule book to make sure that happens.

cinch lets people find just the right used car online from an ever-growing pool of quality-checked choices. Then we deliver the car to its new owner with a 14-day money-back guarantee. And if they’ve part-exchanged on their current car, we’ll even take that one away. Now that’s faff-free.

We’re a customer-first ecommerce business with huge ambition, already driving exponential growth. And we have an exciting roadmap of innovative products to grow our customer offering as preference for buying cars online grows.

**Purpose of the role**:

- To drive Customer obsession by supporting the delivery of KPI’s within the team
- To provide the required level of support to the Customer Operations Department throughout the core business hours of Monday to Sunday 08:00 - 20:00.
- Retain & identify sales opportunities by demonstrating a customer obsessed approach to ensure customer satisfaction is the key driver behind every interaction.

**Role Accountabilities**:

- Supporting management to ensure our key SLA’s and KPI’s are achieved
- A primary focus will be ensuring our processes are followed through coaching, training and guiding team members. The success of our people and their development is key to the Customer outcome.
- 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.
- Day to day interaction with our consumers, helping them find, buy & Part Exchange their vehicle.
- Understand the importance of proactively reaching out to customers pre & post-delivery to provide a world class service.
- The role holder will understand the importance of delivering against agreed KPIs and SLAs; ensuring a consistently high level of customer experience is given throughout.
- The role holder will be accountable for supporting the team leaders & managers to ensure business agreed targets are met by delivering a consistent & outstanding customer experience.
- 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.

**Relationships**
- The relationship management side of this role will play a big part in its success. The individual will play a part in driving a Customer obsessed culture and an understanding of the root cause of Customer complaints. They will support with the implementation of changes across our processes & business & be on hand to support the team leaders with the day to day management of the team.

**Knowledge and Experience**:

- Previous experience of working within a large Customer Service team
- 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 team members & business areas.

**Personal Characteristics**
- Customer obsessed, determined to deliver world class service
- Calm & engaging personality with the ability to adapt communication style to different audiences.
- Excellent attention to detail
- Confident in leading through ambiguity in a fast-paced environment

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