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- Tasks: Lead the Customer Service team to achieve targets and enhance customer satisfaction.
- Company: BCA UK is Europe's leading vehicle remarketing company, part of the Constellation Automotive Group.
- Benefits: Enjoy competitive salaries, flexible remote work, and excellent career progression support.
- Why this job: Join a dynamic team driving digital transformation in the automotive industry with a focus on service excellence.
- Qualifications: Strong customer service background and team leadership skills; CRM experience preferred.
- Other info: We value diversity and are committed to an inclusive recruitment process.
The predicted salary is between 28800 - 43200 ÂŁ per year.
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BCA are the biggest name in Europe’s vehicle remarketing industry, backed by the Constellation Automotive Group, we’re part of a family including cinch and WeBuyAnyCar.com. We’re growing rapidly and are on a key digital transformation journey.
Constellation Automotive Group is the largest vertically integrated digital used car marketplace in Europe, combining the leading digital brands across the segments of consumer to business, business to business and business to consumer. We offer competitive salaries plus attractive benefits, unrivalled support to progress and flexible remote working.
The Customer Service Team Leader will work in the BCA Driver Sales team: a vehicle remarketing channel which provides leasing and captive finance companies with the opportunity to sell their vehicles prior to de-fleet day via our market leading service. Driver Sales is an end-to-end sales channel which allows our customers to benefit from a pro-active approach to sell their vehicles to the driver of the vehicle or their friends and family. We work with a select number of finance lenders to help facilitate the driver’s purchase.
As a Customer Service Team Leader, you will manage the day-to-day activities of the Customer Services team working in the Wilmslow office, to ensure targets are achieved whilst delivering a high-quality service. To actively drive and lead successful change and improvements to enhance Customer Satisfaction.
The ideal candidate will have a strong background in Customer Service and the ability to lead a team, be confident working with CRM systems (Salesforce or similar). A background in the automotive industry is desirable but not essential.
Key Responsibilities
- Manage the department’s workloads to achieve KPIs and Service Levels.
- Collate results of activity and distribute as necessary.
- Motivate, coach and support the team daily to achieve and exceed individual and team targets.
- Create a positive environment that empowers team members to deliver service excellence and drive a high performance culture.
- Manage and coach individuals to ensure they are demonstrating the department’s values and behaviours, monitor this through call grading.
- Conduct regular 121’s and appraisals for the team, delivering constructive performance feedback and identifying development needs.
- Resolve referred customer-related issues/complaints in a manner which maximises customer and company satisfaction.
- Act on Net Promoter Score (NPS) and customer feedback by discussing this with your team, engaging with customers to gain more insight and delivering action plans to make improvements.
- Manage and review the team’s performance, facilitating training issues and performance management quickly and effectively to ensure highest standards of customer service are maintained.
- Actively seek new training initiatives to improve performance within the department.
- Assist/manage the implementation of new projects/services and processes.
- Be actively involved in the recruitment and selection process for the department.
- Provide Operational feedback to the Head of Internal Sales and Operations to assist in driving continuous improvement across the department/business.
- Build and maintain relationships with all key stakeholders and internal/external customers in order to improve customer experience.
- Effectively manage performance and conduct issues in line with company policy.
- Effectively manage absence in line with Company policy to ensure absence is kept to a minimum.
- Conduct team briefings and meetings as and when required.
Key Skills
- Team leadership skills to motivate team members and create a strong team environment.
- A track record of successfully leading a team to achieve targets and objectives.
- Experience working with a customer focused environment is essential.
- Experience of working/managing teams within a multi-channel Customer Service environment.
- Good working knowledge of CRM platforms (Salesforce experience desirable).
- Ability to coach and develop others to help them achieve their potential.
- Ability to challenge poor behaviours/attitudes that do not deliver service excellence.
- Ability to work under pressure and to deadlines.
- PC literate, with familiarity of Microsoft products to include Excel, Word, Outlook and Teams.
We are proud to be Level 1 Disability Confident and committed to ensuring our recruitment process is inclusive and accessible.
Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.
Seniority level
-
Seniority level
Associate
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service
-
Industries
Automotive
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Customer Service Team Leader employer: BCA UK
Contact Detail:
BCA UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Familiarise yourself with BCA UK and their services, especially the Driver Sales team. Understanding their unique selling points and how they operate will help you demonstrate your knowledge during any discussions or interviews.
✨Tip Number 2
Highlight your leadership experience in customer service roles. Be ready to share specific examples of how you've motivated teams, achieved targets, and improved customer satisfaction in previous positions.
✨Tip Number 3
Brush up on your CRM skills, particularly if you have experience with Salesforce. Being able to discuss how you've used CRM systems to enhance customer interactions will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss how you would handle customer complaints and feedback. Think about strategies you've implemented in the past to improve service quality and how you can apply those at BCA UK.
We think you need these skills to ace Customer Service 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 workloads, achieve KPIs, and motivate a team.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role at BCA UK. Mention your familiarity with CRM systems like Salesforce and how your background aligns with their requirements, particularly in the automotive industry.
Showcase Leadership Skills: Emphasise your leadership skills in both your CV and cover letter. Provide examples of how you've successfully led teams, resolved customer issues, and implemented training initiatives to improve performance.
Highlight Customer Focus: Demonstrate your commitment to customer satisfaction by discussing your experience in managing customer feedback and improving service quality. Mention any relevant metrics or achievements that showcase your impact on customer experience.
How to prepare for a job interview at BCA UK
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, it's crucial to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on how you achieved targets and fostered a positive work environment.
✨Familiarise Yourself with CRM Systems
Since experience with CRM platforms like Salesforce is desirable, make sure to brush up on your knowledge of these systems. Be ready to discuss how you've used CRM tools in previous roles to enhance customer service and streamline processes.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer complaints. Think of specific scenarios where you resolved issues effectively, highlighting your approach to maintaining customer satisfaction.
✨Understand BCA's Values and Culture
Research BCA UK and its values, especially their commitment to customer service excellence. Be prepared to discuss how your personal values align with theirs and how you can contribute to their mission during the interview.
