At a Glance
- Tasks: Lead a team to deliver exceptional customer service and inspire performance.
- Company: Join Autoglass, a global leader in vehicle glass repair with a people-focused culture.
- Benefits: Competitive salary, hybrid work options, and comprehensive training.
- Other info: Dynamic role with opportunities for personal growth and development.
- Why this job: Make a real impact by enhancing customer experiences and leading a passionate team.
- Qualifications: Strong leadership skills and a customer service mindset are essential.
The predicted salary is between 40000 - 40000 £ per year.
We’re a recognised superbrand and we know where we’re going. We’re a business with direction and purpose and regardless of your role here, it’s about us all making a difference with real care. We never stand still. We’re relentless, innovative and ambitious, always looking to go further and improve, which creates a world where we need genuine and driven people to help us get there.
As a truly people focused business, we believe in promoting opportunities for all, welcoming people who share our passion for enabling exceptional customer experience. We’ll support you with fantastic tools and training in an atmosphere that encourages idea contribution and collaboration working with warm, friendly and real people. If this sounds like somewhere you’ll thrive, keep reading.
Job Summary
Working as part of the Customer Experience Centre leadership team, you will be responsible for leading a team of Customer Experience Representatives to maximise conversion, delivering and maintaining excellent customer service levels through inspiring leadership, effective coaching and mentoring. Living our values, you will create a climate where people feel valued, safe and supported, and are passionate about solving customer’s problems with real care.
Accountabilities and Responsibilities
- 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
- 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
Customer Experience Centre Team Manager in Bedford employer: Autoglass®
Autoglass® is an excellent employer, offering a supportive work environment where both Trainee and Experienced Vehicle Glass Technicians can thrive. With competitive salaries, comprehensive training for newcomers, and clear pathways for career progression, employees enjoy a fulfilling experience while making a positive impact on customers' lives. Additionally, the generous benefits package, including pension contributions and 28 days of holiday, further enhances the appeal of working with us in the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Centre Team Manager in Bedford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Autoglass®. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Autoglass® before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Autoglass®:Your cover letter is your chance to shine! Tell us why you want to work at Autoglass® specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Autoglass®!
How to prepare for a job interview at Autoglass®
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
