At a Glance
- Tasks: Lead a team to deliver exceptional customer service and support strategic projects.
- Company: Join Protyre Autocare, a growing leader in the automotive industry.
- Benefits: Enjoy staff discounts, retail vouchers, life insurance, and career development opportunities.
- Other info: Dynamic office environment with opportunities for growth and recognition.
- Why this job: Make a real impact by enhancing customer experiences and driving team success.
- Qualifications: Experience in customer service leadership and a passion for mentoring others.
The predicted salary is between 25000 - 30000 £ 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, Monday to Friday 8.30am-5.30pm (1 hour lunch), rotational Saturdays 8.30am-4pm (30mins lunch). 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
Training and Career Development: Full training on our systems will be provided. 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. Drive continuous improvement in customer satisfaction and service delivery. Drive initiatives to improve customer service processes, systems, and team effectiveness. Gather and share customer insights to help improve products, services, and customer journeys.
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.
Advisor services - Customer service advisor in Stockton-on-Tees 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 Advisor services - Customer service advisor in Stockton-on-Tees
✨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 Advisor services - Customer service advisor in Stockton-on-Tees
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.
