The Head of Customer Care and Experience will support with the direction, management, engagement and operational implementation of the Customer Care & Customer Experience strategy. In regards to the Customer Care Team, your role will be to ensure that customer contacts for Retail, Fleet and Mobile within the ETEL Group are managed to an exceptional high level. A key measurement of success will be identifying contact trends, up skilling the team and taking proactive, positive action so we continuously exceed SLAs, leaving our customers feeling value, trust and loyalty towards our brands. The customer experience part of the role requires you to support the continuous improvement strategy, working with the Director of customer experience in developing a strong analytical customer contact reporting suite which allows the business to identify learnings, you will be required to work collaboratively with cross functional teams, proposing some innovative ideas and influencing positive change that improves the customer experience across various touch points and demonstrates sustainable business growth. Skills Skills and Knowledge Passionate about exceeding customers’ expectations. You will be self-driven, competitive and intellectually curious individual. You are flexible, passionate and a team player. You are comfortable with dynamic environments, where one must do a lot with a little and where pace and accuracy matters. You are a self-starter and have a deep passion for this field. Perfection is something you are always seeking. You are articulate, numerate and comfortable operating at senior management level. Able to function effectively under pressure. Knowledge of relevant industry legislation, regulatory and enforcement framework e.g. consumer legislation, Road Traffic legislation. Sufficiently articulate and skilled to consider and draft initial media Experience Customer contact experience at a senior level Working experience of dealing with complex customer complaint handling and resolution Multi-site and large employer (headcount) experience. Enforcement and/or legal experience Key Accountabilities Team Engage the team on the overall Customer Services strategy and Company values. Actively demonstrate, encourage and promote ‘one team’ and ‘customer first’ culture. Responsible for the Overall management of our customer services support team. Ensure that H & S policy and Remote Working policy along with any risk assessments are carried out in line with company expectations. Continuously lead, direct, manage, motivate and coach Customer Care & Experience Teams to ensure customer expectations and each departmental KPI’s are exceeded. Act as mentor, and support the training of the Customer services and experience team to a high standard of excellence. Keep the team updated on any company or operations communications relevant to them successfully completing their roles. Define clear and measureable KPIs for all roles within the team. Develop a scorecard that allows you to track the performance of the management levels within the team. Create and develop a people strategy that includes process training, product training, coaching on customer complaint handling, quarterly one to one reviews and year-end appraisals with a PDP and measurement of employee engagement. Manage any underperformance using the Company Performance Improvement Process. Conduct any disciplinary hearings in line with company policies. Plan team building events to create a culture that supports #One team spirit. Ensure management team rosters including holidays and weekend working are planned effectively throughout the year. Customer Lead the team with a positive customer first attitude. Think proactively about our customers' needs and wants enhancing their interactions and experience. Handling escalated customer contacts where appropriate. Monitor team to ensure GDPR policy is being followed when they communicate verbally and in writing with customers and cross-functional departments. Deal with customer, regulatory, legal and related challenges. Customer contact analysis and identification of complaint trends. Review the detail and trends of customer contacts with a view of presenting back creative ideas for business improvements with costs and ROI outlined. Always thinking outside the box with customer-facing and back-of-house support operations, developing solutions so that Customer Experience have the best support operation both for our external and internal customers and for our team. Balance customer process outcomes to ensure all potential legal outcomes are considered and risk and moral issues evaluated. Ensure that cost of resolution is minimised and any potential reputational damage reduced along with The Head of Communications/PR. Company car Contributory pension scheme Medical insurance #YCGB About us Are you an experienced Customer Service Manager? Do you have the ability to develop long-term relationships with customers and do you have a demonstrable track record of growing and maintain revenues across your customer base? Are you highly self-motivated, with boundless energy and prepared to work hard to deliver for your customers? Can you effectively manage high workloads and balance competing demands? Do you have a track record of leading a high-performing team and helping them to reach their full potential? Are you truly fanatical about delivering world class customer service? Do you have the ability to rise to challenge and find a solution for every problem? Are you professional in all that you do? Everyone knows Kwik Fit for our tyres, but these days we do a whole lot more. Servicing, fleet services, fast-fit – whatever comes our way, our teams have what it takes to get the job done properly. And whilst half of our MOT and service appointments are booked in advance, either online or over the phone, we are still ready to save the day for customers who need us at the drop of a hat. You could say we’ve learnt to expect the unexpected Our recruitment team is avaliable from Monday to Friday, 08:00 to 20:00. Or Saturday, 08:00 to 12:00.