Customer Experience Team Leader

6 months ago

Lutterworth, United Kingdom Cox Automotive Full time

This role requires you to provide excellent and inspirational leadership to the client experience team and wider client stakeholders. You must have the ability to drive and increase performance by taking a strong customer focus approach, monitoring, and supporting advisors to ensure that business, knowledge base and work processes are adhered to and make sure that department SLAs are being met or exceeded.

There is a key requirement to ensure that all quality standards are continuously met or exceeded, and that the customer always receives a positive consumer journey. Through call monitoring of work carried out by the team and interdepartmental liaising you will ensure a consistent approach across all work streams

**Your Behaviours**:

- ** Accountable**. For you, your team and your customers, taking a proactive approach to everything. The way you speak, the way you behave and the way you dress would make your family proud.
- ** Driven**. Relentless in our ambition to providing an award-winning customer experience
- ** M**otivated.** Outrageously energetic with a positive attitude. You’ll have the get up and go to make things happen.
- Insightful. You understand our customers and the business, whilst keeping sensitive information confidential to protect us and our reputation.
- ** Resilient**. You can challenge staff to be the best that they can be.
- ** Engaged**. You display our Guiding principles, you are focused and engaged to ensure all team members align to this.
- ** Developed**. You have the ability and skills to make a difference, so you are a quick learner with a self-help approach. You are also open-minded and keen to embrace new ways of working.

**Your Responsibilities**:
You are responsible for managing the day-to-day delivery of the customer experience team ensuring a consistent high standard of customer services

Create an environment that engages high performing individuals to excel in delivering all services and skill development, including reviewing the performance of team members identifying training needs, coaching, and planning training sessions.

You will confidently share your opinion about working for Cox Automotive and participate in Employee Surveys, enabling the business to identify areas for improvement for the benefit of everyone.

You will sufficiently prepare for your 1:1’s, providing examples of how you have demonstrated the right behaviours and taken the right steps to achieve your results.

**Customer Responsibilities**:
You will strive to develop an excellent Customer Experience to our customers

Improve the client experience by managing team members, monitoring, and analysing results and implementing changes where necessary.

Report on telephone data to help implement change and make the team as efficient and effective as possible. Whilst maintaining call quality standards, including setting and meeting performance targets for speed and efficiency.

You will personally participate to improving our client experience.

You will act as an escalation point for Client issues & complaints at an operational level. You will provide support to resolve everything swiftly and professionally, reducing the Client dissatisfaction. If things cannot be resolved promptly, you will escalate concerns appropriately for resolution.

**What factors will we take into consideration when evaluating your performance?**

80% of calls answered within 30 seconds

0% of abandoned rate and 100% of adherence to schedule

3% Missed calls

**Process & Data Quality**

You will ensure all processes are written up and maintained with any changes.

You will work with our customers to ensure an efficient and robust onboarding process.

You will work with the Marketing to ensure all MOL codes are present and correct and ready for our customers sale days.

You will work with the Business Service Team and sales teams to ensure that all accounts and online access is created and working

You will be incredibly disciplined at maintaining up-to-date, accurate Customer data & Customer activity.

You will ensure through call coaching and audits that accurate records are maintained through service now and that accounts are worked efficiently and timely.

You will have great energy and bring a happy team spirit and working environment.

**Primary Principles**

We expect all our team members to behave in line with our company guiding principles. This is especially important for our sales teams who work with our Clients and Industry Partners every day. We expect you please to:
Do the right thing. Always.

Lead by example.

Bring out the best in everyone.

Have fun.

Do it all in the spirit of Cox Automotive.

**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

I

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