Customer Experience Team Leader
4 days ago
**We Are Car Benefit Solutions**
Car Benefit Solutions is the leading provider of Employee Car Ownership Schemes in the UK, delivering complete solutions that span consultancy and scheme design through to implementation and fleet management. We have a strong client base in Automotive and Corporate sectors, working in partnership with 25 manufacturer brands to deliver schemes to more than 300 businesses and 2000 franchise dealerships. We are a 3 star outstanding best companies to work for and one of the top 30 best mid-sized companies to work for in the UK. As well as Gold Investors in People Status, we have also won local Made in Bury Business Awards.
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Role*
To assist the Customer Experience Team Manager in the management and delivery of tasks relating to the Customer Experience. To manage workflow, functions, customer and CBS needs whilst ensuring the team meet and exceed their personal and business objectives.
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The Challenge Ahead*
The Customer Experience Team (CET) is responsible for delivering excellence and expertise at every stage of interaction with the client. The CET Department will work with the wider CBS business to continuously improve the products, services and systems to meet and exceed the customer needs and lead expectations to maximise CBS business growth and retention.
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Responsibilities*
- Responsible for the customer relationship, delivering an outstanding customer experience (CX) for every stage of interaction with CBS schemes, solutions and customer needs
- Recruit, train, mentor, manage and support new starters to deliver an outstanding CX first time, every time
- Conduct 1-2-1’s and performance reviews in line with CBS performance management processes, including a review of actions and training needs to ensure clear direction, development and continuous improvement of the team
- Monitor activity levels, standards and performance of the team, providing reports, statistics and analysis as required to ensure consistently high standards of CX
- Observe, lead and implement departmental workflow change to best service the customer and CBS needs in the most customer centric way possible
- Maintain all databases, surveys, satisfaction scores, workflow reporting and bespoke software to meet the business needs
- Assist customers with all their needs, working across the wider business where required to deliver satisfactory outcomes that gain supporters and promoters of CBS
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Qualifications*
Essential
- GCSE English & Mathematics A-C
Desirable
- Educated to A Level
- Educated to degree level
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Skills, Knowledge & Attributes*
Essential
- Proficient IT Skills including MS Office
- Passionate, dedicated, customer focused and driven to succeed in the delivery of excellent customer service
- Strong and effective verbal and written communication skills at all levels
- Meticulous organisation skills
- Excellent telephone manner
- Customer service experience
- Experience of handling complex customer queries
- Ability to remain calm and meet deadlines
- Ability to work in line within Customer Centricity values
- Ability to work in line with CBS Core Values of pride, integrity, accountability, continuous improvement and enjoyment
Desirable
- Ability to cope with fast moving environment and delivering a customer led, agile service
- Knowledge of CBS products and systems
- Previous experience working in the automotive sector
- Experience of mentoring and supporting team members including through on the job training
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Please note, we do not accept any form of unsolicited direct contact from agencies that are not on our PSL.*
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