Customer Aftercare Team Senior

8 months ago

Hook, United Kingdom Cinch Cars Full time

**cinch and careers**

cinch is shaking up the digital car-buying experience, are you up for the journey? Our mission is faff-free and ever-evolving, just like the employee experience we’ve created. Our people are the heart of our business and together we’re building a curious and like-minded community eager to take the used car market by storm. There are so many opportunities here for you to succeed, and as one of the UK’s fastest-growing businesses, a career at cinch means you can go anywhere. And when we do, we go together.

**cinch and Customer Experience**

One of our values as an employer is that we keep our customers at the heart of all we do. Our Customer Experience team helps us do just that. Made up of six teams - CX, FinOps, Sales, Aftercare, Customer Relations & Quality Assurance - this team drives relationships and fuels cinch as the go-to online marketplace for buying cars in the UK. We’re looking for a people person, someone proactive, enthusiastic and ready to get stuck in. The Customer Experience team is constantly growing, grow it further with us.

**The role**

This role is for a Customer Aftercare Team Senior. Reporting to the Customer Experience Aftercare Manager, you will form part of a close knit team who are available to help our consumers resolve their queries and complaints.

**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 to resolve any aftersales issues including delayed deliveries, vehicle issues & quality disputes.
- 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.

**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.
- Experience within the motor trade, or within either a complaints or warranty claims would be desired.
- Proven ability to building strong working relationships with team members & business areas.

**Personal Characteristics**
- Customer obsessed, determined to deliver world class service
- Calm, engaging but assertive personality to deliver a resolution
- Excellent attention to detail
- Confident in leading through ambiguity in a fast-paced environment

**cinch and Rewards**

cinch’s benefits programme sees that our people are supported both in and out of work. That’s what a faff-free life is all about. We offer:

- Competitive salary and yearly bonus
- A company pension scheme
- An Employee Assistance Programme
- Access to trained mental health first aiders
- Confident in leading through ambiguity in a fast-paced environment
- And so much more

**cinch and you**

In making the most out of a career at cinch you need to be curious, creative, and collaborative. See, we’re putting you in the driver’s seat, in control of your career and ready to drive your own development. There’s no bureaucracy, no hierarchy, just an environment with values that bring us together and a purpose that sets us apart. Join us as we continue to accelerate, defy expectations, and revolutionise an entire industry.
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