Job Title: Customer Experience team Leader
Salary: £32,000 - £36,000 per annum + up to 10% bonus
Location: Hook (Office based)
Working Hours: Monday - Friday, 37.5 hours per week (Shift Patterns 08:00 - 16:15 and 09:45 - 18:00, alternating weeks and occasional weekend cover required)
Job Status: Permanent
At cinch our mission is simple - to remove the faff from buying and owning cars, giving customers more choice, with more ease (not to mention a free 90-day warranty on all cars...)
Already the UK’s largest online used car retailer, we’re expanding our offering with an exciting roadmap of online and physical retail solutions - including faff-free car servicing at over 100 locations across the country.
We’re part of Constellation Automotive Group - a family of brands that also includes We Buy Any Car, British Car Auctions (BCA) and Marshall Motor Group. Together, cinch and Marshall operate as Constellation Retail - bringing together 100+ years of motoring know-how at 130+ stores (Marshall) with a market-leading digital experience from a much-admired brand (cinch).
The road ahead for you is clear. Join us and you’ll get a unique opportunity to grow your career across two leading automotive brands that are really going places. Buckle up and enjoy the ride.
What you’ll be working on
- Provide guidance, support, and direction to the team to ensure Tier 1 and Tier 2 KPI’s are achieved and within SLA’s
- This role will be responsible for all support activities during the customer purchase journey supporting customers with car ownership.
- Building strong and effective relationships with internal and external stakeholders to identify opportunities for growth and operational improvements.
- Lead a team within a busy Customer Experience Team to deliver a first-class Customer Journey.
Role Accountabilities:
- Inspire your people to improve their skills, recognise their achievements and provide constructive feedback. You lead by example and encourage a positive working environment
- Play a key part in shaping the culture within the Customer Operations Department and drive customer obsession with a positive & can do approach. Ensuring team success, employee engagement and alignment with company objectives
- Performance and target achievement will be a primary focus. Setting, monitoring, and ensuring the team meets or exceeds targets, KPI & SLAs. You will analyse performance and trends of individuals to optimise team performance
- Ensure processes are followed correctly, coaching, training and guiding the team to deliver the best quality
- Identify next issue avoidance opportunities and manage escalated cases in a professional & timely manner
- Add additional value by offering products that will support Customers with their car ownership beyond the purchase.
- Champion your people to assist in the success of our cinch stores by supporting customer enquiries at physical locations where applicable. Ensuring a customer first mindset
- Provide performance updates to senior management, sign posting potential issues and putting forward possible resolutions.
- Direct line responsibility to manage disciplinary and grievances, objective setting, performance management and employee safety. Conduct regular 1:1 meetings, focus on quality, succession planning & ensure our employees align with our customer charter & company values. Work with third parties, driving performance and enhancing the overall customer experience
Relationships:
As a leader, strong relationship management is key to success. This role focuses on building a culture of customer obsession, identifying the root causes of complaints, and driving process improvements. You will work with multiple stakeholders across the Constellation Group while leading a team through change. You must be confident in your ideas and skilled at influencing both internal and external stakeholders
things we’d love to see
- Previous experience of working within a large Customer Service team as a people Manager. This role is managing people through people so experience here is important.
- Experience in motor trade sales desirable
- Experience in motor trade financial services desirable
- Experience in Zendesk product solutions, desired, but not essential
- Experience in Conversational Commerce such as LivePerson, desired, but not essential
- Experience in both customer services & financial services would be desirable.
- Proven ability at building strong working relationships with team members, business areas & Senior Leaders
- Customer obsessed, determined to deliver world class service
- Calm & engaging personality with the ability to adapt communication style to different audiences. Demonstrate a strong level of emotional intelligence
- Excellent attention to detail
- Confident in leading through ambiguity in a fast-paced environment
- Passionate about people, developing those around you and supporting personal growth
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 salaries and bonuses
- A company pension scheme
- An Employee Assistance Programme
- Access to trained mental health first aiders
- Enhanced maternity, paternity, and adoption leave
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 are 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.
cinch and Diversity and Inclusion
cinch wants to help all kinds of people in the UK find and buy a car. So, it makes good sense to have all kinds of people working with us on the challenge. Conversations and the decisions they lead to are better for featuring different voices. Representation matters.
And doing your job while not being your authentic self is not faff-free. Being free to be the best of who you are as you soar to professional greatness is the kind of business we commit to creating, as one.