Customer Experience Centre Team Manager

Accountabilities And Responsibilities

Your key accountabilities and responsibilities will be to:

• Provide inspiring leadership for a team of Customer Experience Representatives (CERs)
• Conduct regular one to ones, using the Belron Way of Performance, with a focus on wellbeing as well as performance and development
• Ensure CERs understand role expectations and provide support, coaching and guidance to in order for them to achieve and exceed these
• Guide, coach and develop CERs to be able to identify customer needs, gathering the information needed to complete the job right first time
• Motivate and manage team members fairly, in line with policy, with a balanced and considered approach in line with our values
• Create clear and effective development plans with team members to support their development needs and aspirations
• Ensure your team are kept informed of business updates and key messages and always have the opportunity to share their views
• Manage escalated customer service issues to a satisfactory outcome for both the customer and Autoglass® and feed back to the relevant people concerned
• Effectively manage call duration, sickness and absence and productivity across the team
• Provide support to the wider CEC leadership team and wider CEC population as needed
• Ensure your team support opportunities to increase service levels by promoting value added products and services (VAPS) and general Autoglass® services (e.g. Glass Repair, Lifetime guarantee)
• Actively support the team and take responsibility when requested, for example in the absence of other leaders or key players
• Put the health, safety and wellbeing of our people at the forefront of everything you do
• Recruit and play a key part in the on-boarding process, ensuring an engaging experience for candidates and new starters
• Actively participate in and contribute to leadership team meetings and any other events including training and workshops
• Fully understand and take steps to positively impact individual and team targets, results, and key performance indicators
• Form strong working relationships and other teams and collaborate to bring effective solutions and improve the customer journey

Be a role model for rest of Team, champion best practice and take responsibility for own development

Contribute towards effective team working and communication, both internal and external

Skills, Experience And Qualifications

• Customer service mindset
• Problem solving skills
• Communication and influencing skills
• Sound understanding of business operations
• Proven experience in effectively leading a team
• Strong Leadership and motivational skills
• Engaging and inspirational coaching style
• Planning and organising, effective time management
• Ability to build credible relationships with stakeholders
• IT skills

Scale of Role

You will lead a team of Customer Experience Representatives, who have a blend of home working and hybrid contracts who work varied shift patterns and provide wider support to the Customer Experience Centre.

Key stakeholders

The Key Stakeholders For This Role Are

• Concierge Team
• Customer Services
• CEC Resourcing Team
• Operations
• Customer Accounts and Pre Validation Teams
• Risk and Compliance
• People Team

Training

You will be required to complete regular mandatory training to keep your knowledge up to date in the following areas:

• Equality and Diversity
• GDPR, Data Protection and Information Security
• Bribery Act
• Modern Slavery
• Manual Handling (injury at work)
• Health & Safety (DSE assessment etc)
• Vulnerable Customers

Accessibility: We make every effort to make our web presence accessible to all. Upon request and consistent with applicable laws, we’ll provide reasonable accommodations to individuals who need assistance in the application/hiring process. For assistance, contact us at recruitment@belronuk.com.