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Customer Experience Team Leader

2 months ago

Ellesmere Port, United Kingdom Inchcape Full time

Mercedes-Benz Cheshire Oaks - Customer Experience Team Leader

£34,681.44, OTE £44,677.44

Tuesday-Saturday 8:30am-6:00pm

Create experiences you can be proud of.

The automotive industry is undergoing its biggest transformation, moving from a product to service centred approach. Mercedes is determined to be at the forefront of this transformation, revolutionising every step of the customers journey with the onsite dealership at its heart.

As a Customer Experience Team Leader, you will be an ambassador for one of the world’s leading brands as well as a role model to lead the customer experience team to ensure a seamless customer centric focus throughout the customer journey. With excellent inclusive leadership skills, you will be a strong people manager. Your focus will be to support all team members to deliver an outstanding customer experience, and customer needs are central to everything the team does.

What we can offer you

33 days’ annual leave, including bank holidays, rising with length of service. Holiday buying scheme also available Retail discounts that save you money every day Gym discounts, cash healthcare plans, and a cycle-to-work scheme Car discounts for new and used purchases and servicing Flexible pension scheme and Sharesave scheme to grow your savings Family-friendly policies that help you spend more time with the people that matter A wellbeing programme to support you and your family An internal colleague recognition system to celebrate achievements A community volunteering day

What you’ll do day to day

To build and maintain the customer experience team by fulfilling all aspects of the day-to-day management of the team. This includes continuous coaching, 121’s and supporting rota management. In conjunction with the Sales Manager, responsible for the recruitment, onboarding and employee journey. Manage and review the team’s enquiry activities to ensure it is robust and complete including the provision of test drives. Manage and review the teams ongoing activity to ensure all customer enquiries are followed up to the complete satisfaction of the customer. Supporting producing and presenting suitable customer offers and propositions tailored to their requirements and needs including associated products where applicable Responsible for ensuring all team members are trained and reviewed in line with Inchcape processes. Achievement of customer satisfaction measures and maintaining Mercedes Benz brand standards, ensuring that the customer experience team are committed to delivering customer excellence – reputation and csi Support the customer experience team to ensure that all handovers are seamless and delivered on time Work with the digital merchandiser to make sure the showroom and forecourt are retail ready at all times. With a full product display using correct point of sale.

Helpful skills and qualifications

Don’t worry about ticking off every single skill here − if you care about delivering great experiences as much as we do, we want to hear from you.

An understanding and passion for great customer service An effective multitasker who is methodical and efficient Competent people manager with the ability to lead by example and inspire the team to deliver a class leading performance Ability to provide a first-class customer service with energy and enthusiasm Has a genuine desire to help people and the team Has a passion for the product - responsible for keeping up to date with the latest Mercedes Benz product information Attention to detail Excellent listening and communication skills

Who we are

Inchcape is a global automotive group that sells, services, and repairs the world’s best-known car brands, from Audi, Toyota, Volkswagen, and Lexus to BMW, Jaguar, Land Rover, and Mercedes-Benz.

But you don’t need to love cars to work with us − you just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people. That’s why we believe Inchcape is for everyone.

At Inchcape we are dedicated to building a diverse, inclusive and authentic workplace, and believe that Inchcape is for Everyone. So if you’re excited about this role and you share our values to deliver great experiences through fresh thinking and working better together, we encourage you to apply. You may be just the right person for this or other roles. Please get in touch