At a Glance
- Tasks: Lead a team to deliver exceptional customer service and support strategic projects.
- Company: Join Micheldever Tyre Services, the UK's fastest-growing tyre wholesaler.
- Benefits: Enjoy staff discounts, retail vouchers, life insurance, and career development opportunities.
- Other info: Full training provided with excellent career growth potential.
- Why this job: Make a real impact by enhancing customer experiences in a dynamic environment.
- Qualifications: Experience in a senior customer service role with strong leadership skills.
The predicted salary is between 30000 - 40000 £ per year.
Protyre Autocare is looking for a motivated Customer Service Advisor – Team Lead, to deliver day-to-day Customer Service support, owning and delivering assigned strategic projects, providing guidance to Customer Service Advisors. Reporting to our Customer Experience Manager, the Customer Service Advisor Team Lead excels in operational performance and delivery, stakeholder engagement, and team support, contributing to efficient processes and the achievement of broader customer journey objectives. This role combines hands-on Customer Service Advisor duties - ownership of the customer journey and the responsibility to deputise for the Customer Experience Manager during periods of absence.
Success in this role will come from a passion for providing team support, being part of driving efficient processes to delivering great customer service.
Location: Office based in Stockton-on-Tees
Working Pattern: Monday to Friday 8.30am-5.30pm, (1 hour lunch) rotational Saturdays 8.30am-4pm (30mins lunch)
Must have: Due to the nature of the business, you must be able to work this pattern which will include bank holidays.
Benefits: Staff discounts on servicing, tyres and MOTs. Retail vouchers, Finder’s fee, Life Insurance, Pension, Eye Care Vouchers, Buy/Sell Holiday, Flu Jab, Employee Assistant Program. Long Service Recognition, Enhanced Maternity and Paternity, Cycle to Work, Charity Match.
Recruitment Process: If you are successful following a first stage interview, you will be invited to an assessment centre.
Training and Career development: Full training on our systems will be provided. We offer a variety of fully funded courses.
About our role:
- Support the Customer Experience Manager by leading and motivating the team to deliver exceptional customer experiences, fostering a positive, engaged, and high-performing culture.
- Act as an escalation point for complex customer queries, complaints, and service issues.
- Ensure adequate resource planning and workforce coverage to meet customer demand.
- Support the implementation of service processes, policies, and procedures.
- Identify operational challenges and proactively recommend solutions.
- Collaborate with other stakeholders to resolve customer and business issues efficiently.
- Drive continuous improvement in customer satisfaction and service delivery.
- Champion a customer-first approach throughout the team.
- Drive initiatives to improve customer service processes, systems, and team effectiveness.
- Gather and share customer insights to help improve products, services, and customer journeys.
About you:
- Previous experience in a senior or lead Customer Service role, including mentoring junior team members or deputising for a manager.
- Proven experience as a Customer Service Advisor (or similar) who excels in operational and performance delivery.
- Demonstrated ability to own and deliver efficient processes and the achievement of broader customer journey objectives.
- Experience in managing stakeholder relationships, and acting as a point of escalation.
- Experience of working in a fast-paced environment.
About our company: Micheldever Tyre Services (MTS) was founded in 1972 as a part-time venture providing car servicing and tyres. Today, Micheldever Group is the fastest growing wholesaler, distributor and retailer of tyres in the UK, selling six million tyres nationwide (20 percent of the total UK market) and employing approximately 2100 employees company wide. To support this business, we have built a wholesale distribution network of 14 sites around the UK supplying over 6,000 retailers and our own retail chain Protyre which is consistently growing. This is achieved by skilled, focused and determined teams across one central distribution centre and 13 warehouse operations nationwide.
Senior Customer Service Advisor employer: Protyre Autocare
Micheldever Group is an exceptional employer that prioritises employee development and well-being, offering a competitive salary alongside a comprehensive benefits package including fully funded training courses, staff discounts, and long service recognition. Our dynamic work culture fosters continuous improvement and technical excellence, making it an ideal environment for those passionate about automotive training and performance enhancement. Join us in a role where your expertise will directly contribute to the growth and success of our network across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Protyre Autocare. 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 Protyre Autocare 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!
We think you need these skills to ace Senior Customer Service Advisor
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 Protyre Autocare:Your cover letter is your chance to shine! Tell us why you want to work at Protyre Autocare 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 Protyre Autocare!
How to prepare for a job interview at Protyre Autocare
✨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.
