Job Description

Contract Type:

Fixed Term (Fixed Term)

Job Title: CEC Team Manager

People Leader: CEC Operations Manager

Team: Customer Experience Centre

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

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

Your key accountabilities and responsibilities will be to:

• 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 in order for them to achieve and exceed these
• Guide, coach and develop CERs to be able 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 other teams and collaborate to bring effective solutions and improve the customer journey

Be a role model for rest of 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

The key stakeholders for this role are:

• 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