At a Glance
- Tasks: Lead a team to deliver exceptional customer service and inspire growth.
- Company: Join a leading vehicle glass repair company with a people-focused culture.
- Benefits: Competitive salary, supportive training, and a hybrid work environment.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: Strong leadership, communication skills, and a passion for customer service.
The predicted salary is between 38000 - 40000 £ per year.
Contract Type: Fixed Term (Fixed Term)
About Autoglass® and Laddaw®
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.
Making a Difference Together.
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.
Location: Priory Park, Bedford / Hybrid
Salary: Up to £40,000 DOE
Contract: 3-month Fixed Term
Hours: 9am-5.30pm
Who we are
Belron UK Ltd (trading as Autoglass® and Laddaw®) are part of the global Belron® group of companies, the world's leading vehicle glass repair and replacement business. Home to 29,000 employees, Belron operates across over 30 countries and 6 continents to ensure all our customers receive the best quality service.
Our Values of Caring, Genuine, Collaborative and Driven are our DNA and underpin everything we do by shaping how we interact with our people internally, and our external partners and customers. Our purpose as one of the Belron® group of companies, is making a difference with real care.
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 achieve and exceed these
- Guide, coach and develop CERs 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 collaborate to bring effective solutions and improve the customer journey
- Be a role model for the rest of the 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
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.
Customer Experience Centre Team Manager employer: Carglass
Autoglass® and Laddaw® is an exceptional employer that prioritises the growth and development of its employees in Chester. With a strong focus on training, competitive salaries, and a supportive work culture, we empower our team to thrive in their careers while delivering outstanding customer service. Join us to be part of a dynamic environment where your contributions truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Centre Team Manager
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Carglass.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Carglass. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Experience Centre Team Manager
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Carglass.
How to prepare for a job interview at Carglass
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Carglass's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Carglass offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
