At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences and drive operational success.
- Company: Join cinch, the UK's largest online used car retailer, on an exciting journey.
- Benefits: Enjoy competitive salary, bonuses, pension scheme, and mental health support.
- Other info: Be part of a diverse team committed to making car ownership easier for everyone.
- Why this job: Shape customer journeys and inspire your team in a fast-paced environment.
- Qualifications: Experience in customer service management and a passion for people development.
The predicted salary is between 35000 - 35000 £ per year.
About The Role
Salary: Up to £35,000 plus bonus
Location: Hook (Office based)
Working Hours: Monday - Friday, 37.5 hours per week (Shift Patterns 08:00 - 16:15 and 09:45 - 18:00, alternating weeks)
Job Status: Fixed-Term-Contract (12 months)
At cinch our mission is simple - to remove the faff from buying and owning cars, giving customers more choice, with more ease. Already the UK’s largest online used car retailer, we’re expanding our offering with an exciting roadmap of online and physical retail solutions - including faff‑free car servicing at over 100 locations across the country.
What you’ll be working on:
- Provide guidance, support, and direction to the team to ensure Tier 1 and Tier 2 KPI’s are achieved and within SLA’s.
- This role will be responsible for all support activities during the customer purchase journey supporting customers with car ownership.
- Building strong and effective relationships with internal and external stakeholders to identify opportunities for growth and operational improvements.
- Lead a team within a busy Customer Experience Team to deliver a first‑class Customer Journey.
Role Accountabilities:
- Inspire your people to improve their skills, recognise their achievements and provide constructive feedback.
- Play a key part in shaping the culture within the Customer Operations Department and drive customer obsession with a positive & can do approach.
- Ensuring team success, employee engagement and alignment with company objectives.
- Performance and target achievement will be a primary focus.
- Setting, monitoring, and ensuring the team meets or exceeds targets, KPI & SLAs.
- You will analyse performance and trends of individuals to optimise team performance.
- Ensure processes are followed correctly, coaching, training and guiding the team to deliver the best quality.
- Identify next issue avoidance opportunities and manage escalated cases in a professional & timely manner.
- Add additional value by offering products that will support Customers with their car ownership beyond the purchase.
- Champion your people to assist in the success of our cinch stores by supporting customer enquiries at physical locations where applicable.
- Ensuring a customer first mindset.
- Provide performance updates to senior management, sign posting potential issues and putting forward possible resolutions.
- Direct line responsibility to manage disciplinary and grievances, objective setting, performance management and employee safety.
- Conduct regular 1:1 meetings, focus on quality, succession planning & ensure our employees align with our customer charter & company values.
- Work with third parties, driving performance and enhancing the overall customer experience.
Relationships:
As a leader, strong relationship management is key to success. This role focuses on building a culture of customer obsession, identifying the root causes of complaints, and driving process improvements. You will work with multiple stakeholders across the Constellation Group while leading a team through change. You must be confident in your ideas and skilled at influencing both internal and external stakeholders.
Things we’d love to see:
- Previous experience of working within a large Customer Service team as a people Manager.
- This role is managing people through people so experience here is important.
- Experience in motor trade sales desirable.
- Experience in motor trade financial services desirable.
- Experience in Zendesk product solutions, desired, but not essential.
- Experience in Conversational Commerce such as LivePerson, desired, but not essential.
- Experience in both customer services & financial services would be desirable.
- Proven ability at building strong working relationships with team members, business areas & Senior Leaders.
- Customer obsessed, determined to deliver world class service.
- Calm & engaging personality with the ability to adapt communication style to different audiences.
- Demonstrate a strong level of emotional intelligence.
- Excellent attention to detail.
- Confident in leading through ambiguity in a fast‑paced environment.
- Passionate about people, developing those around you and supporting personal growth.
Benefits:
- Competitive salaries and bonuses.
- A company pension scheme.
- An Employee Assistance Programme.
- Access to trained mental health first aiders.
- Enhanced maternity, paternity, and adoption leave.
Diversity and Inclusion:
cinch wants to help all kinds of people in the UK find and buy a car. Conversations and the decisions they lead to are better for featuring different voices. Representation matters.
CX Team Leader - Fixed-Term-Contract in Hook employer: Cinch Cars Limited
At cinch, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions employee growth and development. Located in Hook, our office-based environment fosters collaboration and innovation, while our competitive salaries, bonuses, and comprehensive benefits package ensure that our team members feel valued and supported. Join us in our mission to revolutionise the car buying experience, where your contributions will directly impact customer satisfaction and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land CX Team Leader - Fixed-Term-Contract in Hook
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Experience Team Leader role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to team leadership and customer service. We recommend doing mock interviews with friends or using online resources to get comfortable with your responses. Confidence is key!
✨Tip Number 3
Showcase your passion for customer experience! When you get the chance to chat with potential employers, share specific examples of how you've improved customer journeys in the past. This will help you stand out as a candidate who truly cares about the role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at cinch and contributing to our mission of making car ownership easier for everyone.
We think you need these skills to ace CX Team Leader - Fixed-Term-Contract in Hook
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the CX Team Leader role. Highlight your experience in customer service and people management, as well as any relevant skills that align with our mission at cinch.
Showcase Your Leadership Skills:We want to see how you inspire and develop your team! Share examples of how you've led a team to success, improved performance, or created a positive working environment in your previous roles.
Be Customer Obsessed:Since we're all about removing the faff for our customers, demonstrate your passion for delivering exceptional customer experiences. Include specific instances where you've gone above and beyond to support customers.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with cinch.
How to prepare for a job interview at Cinch Cars Limited
✨Know the Company Inside Out
Before your interview, make sure you understand cinch's mission and values. Familiarise yourself with their customer journey and how they aim to remove the faff from buying cars. This will help you align your answers with their goals and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a CX Team Leader, you'll need to inspire and guide your team. Prepare examples of how you've successfully managed teams in the past, focusing on how you’ve improved performance and fostered a positive work environment. Highlight your ability to provide constructive feedback and support employee growth.
✨Demonstrate Customer Obsession
Cinch is all about delivering a first-class customer experience. Be ready to discuss how you've put customers first in previous roles. Share specific instances where you identified opportunities for improvement or resolved customer complaints effectively, showcasing your commitment to customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and emotional intelligence. Think of scenarios where you've had to manage conflicts or lead through change. Practising these responses will help you articulate your thought process and demonstrate your ability to handle challenges in a fast-paced environment.
