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Auto Windscreens is one of the UK’s fastest growing and leading automotive glazing companies, innovation is at the heart of our business
About the Team
We pride ourselves in delivering great results through a combination of hard work, collaboration, and dedication. Working for Auto Windscreens is all about making a difference. A difference for our customers and our business. It is about putting our customers at the heart of what we do - doing the right things and doing them well. We have created an environment which empowers individuals and rewards hard work.
About the role
If you’re an experienced people leader, let’s talk! You’ll need to be passionate about getting the best out of your team and demonstrate the right behaviours to be a real role model to our people.
At Auto Windscreens, our customers are truly at the heart of everything we do and our people live and breathe this so you’ll need to as well. You’ll be someone who can balance a customer focus with a commercial edge, looking for efficiencies and opportunities in your day-to-day role that deliver real business benefits.
Day to day you’ll be managing a team of Customer Consultants within a contact centre environment. Your team spend most of their time speaking to new or existing customers and discussing their needs.
The key elements of your role will include:
Responsibilities
- You will confidently guide and motivate your team to achieve business targets and quality objectives.
- We’ll need you to ensure that the team provide exceptional customer service and that we meet and exceed agreed SLAs.
- You’ll build positive relationships across the team; creating an environment that facilitates strong performance and increases profitability.Â
- You will regularly meet and communicate with your team to engage and motivate them as individuals to achieve specific and agreed targets.
- You will be accountable for monitoring & managing performance to keep your team on track, recognising achievements and tackling underperformance.
- You will coach and develop to equip your team with the skills, knowledge and behaviours required to increase capability and raise performance standards/targets.
- It will be your responsibility to stay up to date with new initiatives to interpret and pass on new product/technical/customer and organisational developments and cascade this to your team.
- Ensuring and monitoring team performance relating to regulatory requirements and ensuring this is embedded throughout the team will be key.
- Respond positively to change and take ownership of the messages in key communications.
- Use Management Information to make decisions that improve customer, employee and commercial performance outcomes.
About you
- Experience in managing a team within a contact centre environment.
- Strong performance management skills
- Excellent customer service skills and experience in complaint handling
- Strong verbal communication skills with the ability to adapt your style when needed.
- Ability to work under pressure in a target-driven environment.
- Effective multi-tasking skills with the ability to manage a large and varied workload.
- Ability to work independently and virtually, both personally and as a leader.
- Need a broadband upload and download speed of at least 5 Mbps. If you’re not sure what your internet speed is you can check it by ‘googling’ internet speed test and selecting the ‘Run Speed Test’ button..
What are we doing to help us build a thriving, inclusive community?
Our ambition is to build a more diverse, equal and inclusive workplace for everyone, and we have a mission statement in place to reinforce our commitment. However, that’s the easy part!
Our key challenges are…
- How we continue to nurture positive behaviours in our own culture to foster healthy, happy and collaborative colleagues where performance is recognised, and differences celebrated.
- How we strive to build our internal community to better reflect the diverse communities we serve.
To help us achieve this, we have recently established an employee network called #WeAreMarkerstudy - a body of proactive colleagues with diverse interests and experiences, who have volunteered themselves to be part of a driving force for positive change.
Change won’t happen overnight or without the support of our colleagues, but we are now in a good position to make realistic and manageable plans to see them flourish in t
