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For Companies At a Glance
- Tasks: Lead the Customer Experience Team to deliver exceptional service and support.
- Company: Join Car Benefit Solutions, a top-rated employer in the automotive sector.
- Benefits: Enjoy a hybrid working model, competitive salary, and a supportive work culture.
- Why this job: Be part of a dynamic team focused on customer satisfaction and continuous improvement.
- Qualifications: GCSEs in Maths and English required; A Levels or degree preferred.
- Other info: Must pass a DBS check before starting.
The predicted salary is between 29000 - 40600 £ per year.
We are looking for a Customer Experience Team Leader to assist the Customer Experience Team Manager in the management and delivery of tasks relating to the Customer Experience. To manage workflow, functions, customer and CBS needs whilst ensuring the team meet and exceed their personal and business objectives. The Customer Experience Team is responsible for delivering excellence and expertise at every stage of interaction with the client. The CET Department will work with the wider CBS business to continuously improve the products, services and systems to meet and exceed the customer needs and lead expectations to maximise CBS business growth and retention.
The salary for this role is £29,000 per annum. The working hours are 35 hours per week, from Monday to Friday on a hybrid working pattern with the option to work from home 1 day per week following successful probation.
About Us
At Car Benefit Solutions, we specialise in providing Employee Car Ownership Schemes and other customised car schemes, such as salary sacrifice. With support from leading motor manufacturers and managed by our dedicated team at CBS, our schemes are thoughtfully designed to bring benefits to both employers and employees. We have a strong reputation in the Automotive and Corporate sectors. We are proudly recognised as a 3-star World Class best company to work for, ranked 3rd in the Business Services sector. Additionally, we are among the top 25 employers in the Northwest region. Our Gold status further exemplifies our commitment to our people as Investors in People and We Invest in Wellbeing.
Requirements
- Responsible for the customer relationship, delivering an outstanding customer experience at every stage of interaction with CBS schemes, solutions, and services.
- Recruit, train, mentor, manage and support new starters, and the wider team to deliver an outstanding customer experience first time, every time.
- Conduct performance reviews in line with CBS performance management processes including a review of actions and training needs to ensure clear direction and development of the team.
- Monitor activity levels and performance management of the Helpdesk Team and provide reports, statistics and analysis as required.
- Observe, adopt and lead the departmental workflow relating to operational tasks to best service the customer and CBS needs in the most customer centric way possible.
- Support all tasks relating to the lifecycle of a CBS vehicle from delivery to disposal.
- Maintain all databases, workflow reporting and bespoke software to meet the business needs.
- Assist drivers with queries relating to website, end of contract issues, mileage recording and general scheme enquiries through to satisfactory outcome for both the customer and business needs.
- Provide assistance for customer issues and see this through to satisfactory resolutions, working in collaboration with all departments as and when needed.
- Assist with the recording, storing and management of customer surveys, satisfaction scores and feedback responsibilities.
- Contribute to the development and execution of strategic plans that align team objectives with broader organisational goals.
- Lead and implement continuous improvement initiatives to enhance team efficiency, service delivery, and operational effectiveness.
- Champion the adoption and integration of new technologies that underpin and elevate the customer experience, ensuring digital tools and systems are aligned with department objectives and goals.
- Identify, evaluate, and support the implementation of innovative tech solutions that streamline operations, improve customer interactions, and future-proof service delivery.
- Support and contribute to the Quality Assurance programme through regular service reviews, feedback, and coaching - ensuring consistency, compliance, and continuous improvement across all customer interactions.
Qualifications
Essential
- GCSEs grade C and above to include Maths & English.
Desirable
- Educated to A Level.
- Educated to degree level.
Essential Skills, Knowledge & Attributes
- Proficient IT Skills including MS Office.
- Passionate, dedicated, customer focused and driven to succeed in the delivery of excellent customer service.
- Experience in Microsoft Dynamics Customer Service or similar platform.
- Strong and effective verbal and written communication skills at all levels.
- Meticulous organisation skills.
- Excellent telephone manner.
- Customer service experience.
- Experience of handling complex customer queries.
- Ability to remain calm and meet deadlines.
- Ability to work in line within Customer Centricity values.
- Ability to work in line with CBS Core Values of pride, integrity, accountability, continuous improvement and enjoyment.
Desirable
- Ability to cope with fast moving environment and delivering a customer led, agile service.
- Knowledge of CBS products and systems.
- Previous experience working in the automotive sector.
- Experience of mentoring and supporting team members including through on the job training.
Please note as part of our pre-employment checks, all successful applicants must undergo a standard DBS check prior to starting employment.
Customer Experience Team Leader employer: Car Benefit Solutions
Contact Detail:
Car Benefit Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Team Leader
✨Tip Number 1
Familiarise yourself with the automotive sector and CBS products. Understanding the specifics of Employee Car Ownership Schemes and salary sacrifice will give you an edge in discussions during the interview.
✨Tip Number 2
Showcase your customer service experience by preparing examples of how you've handled complex queries in the past. Highlighting your ability to remain calm under pressure will resonate well with the team’s focus on delivering excellent customer experiences.
✨Tip Number 3
Demonstrate your leadership skills by discussing any previous experience in mentoring or training team members. This aligns perfectly with the role's requirement to support and develop new starters within the team.
✨Tip Number 4
Be prepared to discuss how you would implement continuous improvement initiatives. Think about innovative tech solutions that could enhance customer interactions, as this is a key aspect of the role.
We think you need these skills to ace Customer Experience Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Use specific examples that demonstrate your ability to manage workflows and deliver excellent customer experiences.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the role. Mention how your skills align with the responsibilities outlined in the job description, particularly in mentoring and supporting team members.
Showcase Relevant Skills: Emphasise your proficiency in IT skills, especially with Microsoft Dynamics or similar platforms. Highlight your strong communication skills and ability to handle complex customer queries effectively.
Demonstrate Cultural Fit: Research Car Benefit Solutions' core values and incorporate them into your application. Show how your personal values align with their commitment to customer centricity, integrity, and continuous improvement.
How to prepare for a job interview at Car Benefit Solutions
✨Showcase Your Customer-Centric Approach
As a Customer Experience Team Leader, it's crucial to demonstrate your commitment to customer satisfaction. Prepare examples of how you've successfully handled complex customer queries and improved customer experiences in previous roles.
✨Highlight Leadership and Mentoring Skills
Since the role involves recruiting and mentoring new starters, be ready to discuss your leadership style. Share specific instances where you've trained or supported team members, focusing on how you helped them achieve their objectives.
✨Familiarise Yourself with CBS Products
Understanding Car Benefit Solutions' products and services will give you an edge. Research their Employee Car Ownership Schemes and be prepared to discuss how you can enhance customer interactions with these offerings.
✨Demonstrate Your Analytical Skills
The role requires monitoring performance and providing reports. Be prepared to discuss your experience with data analysis and how you've used metrics to drive improvements in customer service or team performance.
