Service Delivery Team Leader in Camberley

Job description

Hi! We're cinch, a fresh kind of service that makes life easier for motorists. We know what drivers want, so we’ve ripped up the rule book to make sure they get it, faff-free!

Our mission - It’s simple, we transform the experience of having a car in your life by removing the faff.

With backing from a large, national automotive group in BCA, this is a very unique opportunity to join a start-up in the early stages of our growth and to join a brand that you’ll be proud to have played a key part in building.

Location - Our marketing and operations departments are based in Surrey whilst our product and tech teams are based in the heart of Manchester.

You - So, do you have a faff-free filter? Do you want to work in an energetic team, with open-mindedness and passion? We're looking for people who are agile, full of ideas and want to challenge the norm.

What you’ll be working on

You will be joining cinch at a crucial and exciting time.

You will be assisting with the 'aftersales' element- ensuring all issues/queries are resolved in a timely and positive fashion. If you have a solid working knowledge of vehicle mechanics and are technically minded, this could be the next challenge for you.

The position will involve working some weekends and evenings and own transport is required due to location in Blackbushe, Surrey.

This is a superb time to come onboard, taking ownership of your position and developing a career.

You will form part of the 'close knit’ Service Delivery team who are available to help our consumers with escalations 7 days a week from 8am - 8pm (However, this could extend to 8am - Midnight).

As part of your varied role, you will be involved with

• Day to day management of team - conducting 1-2-1’s, allocating/managing daily workloads, monitoring KPI’s and team development
• Managing rotas and absence
• Handling escalations and complaints, challenging repair costs
• Monitoring of daily calls from dealerships and team/individual response time management
• Supporting the Service Delivery Executives with customer escalations
• Handling logistical queries - requesting/ordering vehicle parts, organising the delivery/collection of vehicles and liaising with dealerships regarding repairs
• Understanding vehicle issues by asking more technically minded questions
• Diagnosing issues prior to agreeing repairs

Things we look for in you

• A strong customer service/experience/satisfaction background
• Experience in conversational commerce and or telephony
• Understanding of the customer journey and the importance of delivering great customer service is essential
• An understanding of working in a rapid growing start-up and/or the automotive industry is an added bonus
• Excellent interpersonal, communication skills with strong customer service skills and a passion for finding solutions to enhance performance
• Good influencer with an ability to build and maintain strong relationships at all levels
• Well-organised with excellent attention to detail and the ability to multi-task.

You will be technically minded with a good working knowledge of vehicle mechanics. Proven team leadership/management experience is required - managing performance, escalations, and team development.

Benefits:

• 25 days holiday + Bank Holidays
• 10% bonus (Based on company performance)
• 3% pension contribution
• Onsite parking

If you come from a vehicle mechanics and customer service background, enjoy working in diverse cross-functional agile teams and looking for a place that empowers you to have immediate meaningful impact, we would love to hear from you.

Extra information

Status

Closed

Education Level

Other

Location

Camberley

Working hours per week

4 - 40

Type of Contract

Full Time Jobs

Profession type

Training

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English