Customer Experience Team Leader

6 months ago

Lutterworth, United Kingdom Cox Automotive Full time

The Customer Experience Team are accountable for delivery of Customer Service excellence direct to our customers and various stakeholders (including Sales and Operations across the business) through written and verbal communication whilst ensuring full delivery of contractually agreed service level agreements are met.

**Scope of Role**:
The Team Leader will provide leadership support for the customer service teams by leading and building a dynamic, high performing and innovative team who provide excellent customer service and optimum customer satisfaction at all times.

Ensuring service delivery to customers meets all contractual and quality KPI’s and SLA’s, taking timely and appropriate action where measures are not met. You will drive performance by taking a strong customer focus approach, monitoring, and supporting advisors to ensure that business, knowledge base and work processes are followed.

There is a key requirement to ensure that all quality standards and compliance are continuously met or exceeded, and that the customer always receives a positive consumer journey. You will also support the Customer Experience Manager with various tasks as and when required.

**Objectives for Role**:

- Create a culture within your team that is consistent with Cox Automotive values, behaviours and principles.
- Manage the day-to-day delivery of the customer experience team ensuring work is planned, all goals and deadlines are communicated, and a consistent high standard of customer services is continually provided.
- Develop and maintain an excellent Customer Experience to our customers taking corrective actions as and when necessary, in a timely manner.
- Continually review the effectiveness of the team ensuring all work is completed within specified SLA’s and quality standards, through monitoring and reporting, taking corrective action as and when necessary
- Act as an escalation point for customer issues & complaints at an operational level., providing support to resolve everything swiftly and professionally, reducing the Customer dissatisfaction. If things cannot be resolved promptly, escalate concerns appropriately for resolution.
- Ensure process documentation is up to date and maintained with any changes
- Work with our customers to ensure an efficient and robust onboarding process.
- Work with the Marketing team to ensure all MOL codes are present and correct and ready for our customers sale days.
- Work with the Business Service Team and sales teams to ensure that all accounts and online access is created and working
- Ensure customer data and activity is maintain and up to date at all times.
- Ensure accurate records are maintained through service now and that accounts are worked efficiently and timely.
- Ensure all team members are treated fairly and consistently in line with relevant HR processes, company policy and employment law
- Coach and develop team members, supporting personal development objectives and providing timely feedback always
- Building a network of internal stakeholders to support customer activity

**Skills, Knowledge and Experience**:

- Previous experience of working within a team leader/ supervisor role is desirable preferably within a customer service environment.
- Fantastic customer service skills and previous experience, positively impacts customer experience/journey and understands the importance of first-time resolution
- Able to work using multiple systems and answer complex customer queries.
- Excellent communication style with the ability to question to understand and has active listening skills
- Strong interpersonal skills with the ability to engage and motivate key stakeholders
- Highly motivated and lead by example
- Strong prioritisation skills with the ability to manage a high workload for both yourself and a team
- Good influencing skills and able to deal with challenging situations/ customers as appropriate
- Flexible with the ability to adapt to change quickly and contribute ideas
- Excellent attention to detail
- Competent in all Microsoft Office packages
- Knowledge of Cox Automotive policies and procedures is desirable and have the ability to understand and follow processes

**STRICTLY NO AGENCIES PLEASE**

We work with a carefully selected set of recruitment agencies and we're not looking to add to our PSL.

We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's.

INDAR

Cox Automotive is the world’s largest automotive service organisation. We
provide dependable solutions that improve performance and profitability
throughout the vehicle lifecycle to manufacturers, fleets, and retailers.
Our businesses are organised around our customers’ core needs across vehicle
solutions, mobility, remarketing, funding, and retail.

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