Customer Experience Expert Team Lead

at  Inchcape

Mercedes Benz of North Wales – Customer Experience Team Leader
£34,681.44 & OTE £44,677.44 + Employee Benefits

CREATE EXPERIENCES YOU CAN BE PROUD OF.

The automotive industry is undergoing its biggest transformation, moving from a product to service centred approach. Mercedes is determined to be at the forefront of this transformation, revolutionising every step of the customers journey with the onsite dealership at its heart.
As a Customer Experience Team Leader, you will be an ambassador for one of the world’s leading brands as well as a role model to lead the customer experience team to ensure a seamless customer centric focus throughout the customer journey. With excellent inclusive leadership skills, you will be a strong people manager. Your focus will be to support all team members to deliver an outstanding customer experience, and customer needs are central to everything the team does.

HELPFUL SKILLS AND QUALIFICATIONS

Don’t worry about ticking off every single skill here if you care about delivering great experiences as much as we do, we want to hear from you.

• An understanding and passion for great customer service
• An effective multitasker who is methodical and efficient
• Competent people manager with the ability to lead by example and inspire the team to deliver a class leading performance
• Ability to provide a first-class customer service with energy and enthusiasm
• Has a genuine desire to help people and the team
• Has a passion for the product - responsible for keeping up to date with the latest Mercedes Benz product information
• Attention to detail
• Excellent listening and communication skills

• To build and maintain the customer experience team by fulfilling all aspects of the day-to-day management of the team. This includes continuous coaching, 121’s and supporting rota management.
• In conjunction with the Sales Manager, responsible for the recruitment, onboarding and employee journey.
• Manage and review the team’s enquiry activities to ensure it is robust and complete including the provision of test drives.
• Manage and review the teams ongoing activity to ensure all customer enquiries are followed up to the complete satisfaction of the customer.
• Supporting producing and presenting suitable customer offers and propositions tailored to their requirements and needs including associated products where applicable
• Responsible for ensuring all team members are trained and reviewed in line with Inchcape processes.
• Achievement of customer satisfaction measures and maintaining Mercedes Benz brand standards, ensuring that the customer experience team are committed to delivering customer excellence – reputation and csi
• Support the customer experience team to ensure that all handovers are seamless and delivered on time
• Work with the digital merchandiser to make sure the showroom and forecourt are retail ready at all times. With a full product display using correct point of sale.