At a Glance
- Tasks: Lead customer service operations and resolve complex cases while driving continuous improvement.
- Company: Join ROI, a leader in automotive marketing and customer service innovation.
- Benefits: Enjoy a £500 wellness allowance, education bursaries, and generous annual leave.
- Other info: Hybrid working model with opportunities for career growth and development.
- Why this job: Shape exceptional customer experiences and make a real impact in a dynamic environment.
- Qualifications: Experience in customer service and managing complex cases is essential.
The predicted salary is between 40000 - 45000 £ per year.
Location: Walton on Thames, Surrey
Job Type: Full time, Permanent
Working Hours: Standard business weekday hours, hybrid working with 3 days in the office and 2 days remote
Salary: £40,000 - £45,000
About Us
At ROI, we support 70% of the UK’s automotive brands in achieving their strategic sales goals and delivering exceptional customer service. By merging innovative marketing strategies with cutting edge tech solutions, we connect consumers and manufacturers, driving industry transformation. Our expertise shines through our work with global brands like BMW, JLR, Volvo, Kia, and Volkswagen.
The Role
We’re looking for a confident and collaborative Assistant Customer Service Manager to join our team. Reporting to the wider Customer Service leadership team, you will own the delivery of a consistent, compliant and high quality customer experience while working closely with operational teams, dealer partners and key stakeholders across the business. This role combines operational performance management, complex case resolution, stakeholder engagement and continuous improvement.
Key Responsibilities
- Own the performance and effectiveness of the customer contact operation, ensuring excellent customer outcomes across all service channels.
- Monitor service performance, customer satisfaction and complaints metrics, identifying opportunities for continuous improvement.
- Provide leadership, coaching and direction to Senior Customer Service Advisors.
- Manage complex customer cases, including vehicle rejections, Consumer Rights Act cases and other escalated issues.
- Act as a key point of contact for dealer network escalations, disputes and customer concerns.
- Deliver best in class customer service response to major incidents, ensuring clear communication and effective resolution.
- Analyse customer feedback, complaints and performance data to identify trends and drive service improvements.
- Produce insight and reporting to support decision making and highlight risks and opportunities.
What We’re Looking For
We’re looking for a proactive and customer focused professional who enjoys solving complex challenges, building strong relationships and driving continuous improvement. If you thrive in a fast paced environment and are passionate about delivering exceptional customer experiences, we'd love to hear from you.
Key Skills & Experience
- Experience working within a customer service, customer experience or contact centre environment.
- Experience managing complex customer cases, complaints and escalations.
- Understanding of the Consumer Rights Act and its application within customer case handling.
- Strong stakeholder management and communication skills.
- Strong analytical and problem solving skills.
- Experience coaching, developing or supporting team members.
- Experience working with dealer networks or vehicle rejection cases would be advantageous.
Benefits
- A £500 annual health and wellbeing allowance to use against products and services to improve your mental or physical wellness such as gym membership, sportswear, wellness apps and additional healthcare cover for dependents.
- Access to education bursaries to learn new skills.
- A day off and a voucher to get yourself something nice on your birthday.
- Company pension.
- Healthcare plans including private medical insurance and dental cover.
- 22 days annual leave rising to 30 with length of service.
- Subsidised car purchase schemes available.
We encourage applications from all backgrounds and are committed to providing an inclusive, supportive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Assistant Customer Service Manager in Walton-on-Thames
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Return on Investment Ltd. 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 Return on Investment Ltd 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 Assistant Customer Service Manager in Walton-on-Thames
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 Return on Investment Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Return on Investment Ltd 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 Return on Investment Ltd!
How to prepare for a job interview at Return on Investment Ltd
✨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.
