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Forde Recruitment are currently recruiting for a Customer Experience Team Leader on behalf of our client, An evolving global automotive business supporting customer de-fleet, multiple remarketing channels and a complete range of vehicle preparation services including wholesale and retail ready. The Role This role requires you to provide excellent and inspirational leadership to the client experience team and wider client stakeholders. You must have the ability to drive and increase performance by taking a strong customer focus approach, monitoring, and supporting advisors to ensure that business, knowledge base and work processes are adhered to and make sure that department SLAs are being met or exceeded. There is a key requirement to ensure that all quality standards are continuously met or exceeded, and that the customer always receives a positive consumer journey. Through call monitoring of work carried out by the team and interdepartmental liaising you will ensure a consistent approach across all work streams. Location: Bruntingthorpe Salary - £35,000 Hours: Monday-Friday 08:00-17:00 (40 hours per week) Your Responsibilities You are responsible for managing the day-to-day delivery of the customer experience team ensuring a consistent high standard of customer services. Create an environment that engages high performing individuals to excel in delivering all services and skill development, including reviewing the performance of team members identifying training needs, coaching, and planning training sessions. You will confidently share your opinion about working for the business and participate in Employee Surveys, enabling the business to identify areas for improvement for the benefit of everyone. You will sufficiently prepare for your 1:1's, providing examples of how you have demonstrated the right behaviours and taken the right steps to achieve your results. Customer Responsibilities You will strive to develop an excellent Customer Experience to our customers. Improve the client experience by managing team members, monitoring, and analysing results and implementing changes where necessary. Report on telephone data to help implement change and make the team as efficient and effective as possible. Whilst maintaining call quality standards, including setting and meeting performance targets for speed and efficiency. You will personally participate to improving our client experience. You will act as an escalation point for Client issues & complaints at an operational level. You will provide support to resolve everything swiftly and professionally, reducing the client dissatisfaction. If things cannot be resolved promptly, you will escalate concerns appropriately for resolution. Requirements You will need to have an outgoing personality, have proven leadership skills, and the role can be demanding but also very rewarding. Previous experience in leading a customer service/ administration team is a prerequisite for the role and must be demonstrated in any application. Benefits 5% Annual Bonus 4% Pension contribution 25 days holiday Bank hols Birthday Off Wellbeing Charity Days This vacancy is being advertised on behalf of Forde Recruitment Ltd who are operating as an Employment Business. Unfortunately, due to the high volumes of applications we are currently receiving, we are only able to contact candidates who are successful in progressing to the next stage. If you have not been contacted within 7 days of your application, then please presume that you have not been successful on this occasion and continue to search on our website for additional opportunities.
Our client is an evolving business supporting customer de-fleet, multiple remarketing channels and a complete range of vehicle preparation services including wholesale and retail ready. This requires an agile and responsive support function able to manage a variation of customer requirements. As we develop the range of services delivered and expand our customer base, the support team need to ensure we deliver these services within SLA and to a very high standard. Team members are responsible for ensuring all customer defined requirements are delivered ensuring operational and customer service excellences are met at all times. Scope of Role: To oversee a growing portfolio of customer accounts ensuring these are administered and managed effectively and in line with agreed SLA's. In addition to ensure all customer interaction is to a high standard and provides the experience expected. Objectives for Role: Process Management Ensure all data input of vehicle documents is completed with accuracy and within agreed time scales. Efficient and accurate filing of vehicle documents Process daily post, ensuring all documents are posted to the correct customers on time. Responsible for booking in units at multiple Vehicle solutions locations. Responsible for using multiple external customers databases and systems Deal with multiple Vehicle solutions sites and auction sites ensuring smooth transition of units to sale. Customer Service Responsible for dealing with general customer enquiries in an efficient and timely manner both face to face, via telephone and email, ensuring a satisfactory outcome is reached or escalating where necessary Be the point of contact for our customers and develop and maintain excellent relationships with our vendors To be the first point of contact for a portfolio of customers ensuring that the administration processes on each of the accounts is completed to a high standard and is within SLAs Contact with key customers both within the business and external in order to enhance the customer experience Skills, Knowledge and Experience: Experience of working within rigid regulations and procedures Experience within a customer facing role with the ability to resolve customer queries and complaints to a mutual satisfaction Excellent customer service skills Manage the customer handover experience on site Strong administration skills A keen eye for detail and accurate data entry skills Excellent interpersonal and communication skills both verbal and written. Able to use your initiative and be flexible, reacting to change quickly and effectively Able to work as part of a team to ensure successful delivery of a sale Strong time management and organisational skills with the ability to work under pressure to tight deadlines, prioritising workload Benefits 25 days holiday Bank Holidays Birthday Off Wellbeing & Charity Days 4% pension contribution This vacancy is being advertised on behalf of Forde Recruitment Ltd who are operating as an Employment Business. Unfortunately, due to the high volumes of applications we are currently receiving, we are only able to contact candidates who are successful in progressing to the next stage. If you have not been contacted within 7 days of your application, then please presume that you have not been successful on this occasion and continue to search on our website for additional opportunities.
Forde Recruitment are currently recruiting a Customer Relations advisor on behalf of our Global Automotive client in Bruntingthorpe. The Customer Hub is accountable for the delivery of customer service excellence to our clients customers across our portfolio of products and services, ensuring full delivery of contractual obligations including achieving KPI's, management of day-to-day process and reporting requirements. Scope of Role: The Account Co-ordinator is responsible for carrying out a range of administrative tasks to support both customer and business objectives, aiding the retention of customer relationships, through ensuring mutually agreed business objectives and service level agreements are achieved. This role also is responsible for providing an escalation point for issues raised/observed and support with the resolution. Objectives for Role: Communicate effectively with internal and external stakeholders always. To act as an escalation, point for customers and to act as a conduit between the Sales team and/or Operations. Produce vehicle updates and reports for centralised accounts. Co-ordinate and monitor movements of vehicles. Compile and distribute internal and external reports. Receive, process, and monitor collection requests from our vendors, ensuring that all vehicles are collected within each account designated timeframe. Responsible for maintaining and updating all systems for centralised accounts. Develop and maintain relationships with internal customers and colleagues working together to identify and improve service delivery. Attend review meetings / conference calls as required. Ad-hoc duties or tasks as and when required to support the relationship management and retention of customers. Skills, Knowledge and Experience: Specific skills, knowledge and experience required to be able to successfully deliver the role: Excellent communication and customer service skills with the ability to speak with confidence to a range of customers at all levels Great interpersonal skills with the ability to build relationships with various internal and external customers across all levels Strong Excel skills and a good working knowledge of Microsoft Office packages Attention to detail with a focus on quality and service Demonstrates good business acumen Self-driven and self-motivated Excellent interpersonal skills and able to work at all levels Able to identify sales opportunities Able to manage and prioritise workload Flexible with the ability to embrace change quickly Ability to work in a fast-paced environment and to tight deadlines This vacancy is being advertised on behalf of Forde Recruitment Ltd who are operating as an Employment Business. Unfortunately, due to the high volumes of applications we are currently receiving, we are only able to contact candidates who are successful in progressing to the next stage. If you have not been contacted within 7 days of your application, then please presume that you have not been successful on this occasion and continue to search on our website for additional opportunities.