Customer Experience Team Leader - Coventry

St Gobain Building Distribution Ltd
18 Sep 2017
27 Sep 2017
Contract Type
Customer Experience Team Leader - SGBD - Brandon Court An exciting opportunity has arisen for a personable and enthusiastic Team Leader to join Customer Experience Centre function of Saint-Gobain Building Distribution, based in Brandon Court, Binley, Coventry. The working environment at the Centre has been designed to have a positive impact on employees’ health and wellbeing. It truly is a unique working environment complete with exercise machines and a vibrant social area. The customer experience centre’s main role is to support the Operations Team in working to improve customer experience and customer service levels. The team answer customers’ email and phone requests, providing them with advice, information and guidance on Saint Gobain’s products and services. Do you want a career without boundaries? Is it important that you work for a company that encourages you to reach your full potential? Does a real job with real responsibilities appeal to you? If your answers to the above are ‘Yes’, then joining Jewson / Saint-Gobain could be the right career move for you We are one of the Top 100 Global Innovators and one of the 50 largest employers in the world. What will I be doing in the role? This role will involve supporting Jewson / SGBD in customer loyalty creation and customer experience management processes through effective coaching and guiding a team in order to gain, maximise and sustain a competitive advantage through effective customer relationship management. As a Customer Experience Team Leader role you will; Lead a team on a day-to-day basis to ensure the centre runs efficiently and meets/exceeds its targets Monitor and maximise operating efficiencies across the customer experience centre to ensure targets are constantly being met / exceeded Continually develop the skills, knowledge and behaviours of self and colleagues to meet the current and future needs of the business Support the delivery of customer journey maps to support business requirements i.e. lead management, complaint resolutions and initiatives as identified through customer feedback Work with the Jewson Customer Score Card (JCS), and other customer service practices across SGBD to ensure customers receive a ‘best in class’ customer experience Support the business in building strong portfolios of loyal customers Be prepared to work across the Customer Experience Centre to support colleagues and customer initiatives as required i.e. NPS, complaints, new accounts and call overflow Liaise with managers and staff at branch level and sales teams to ensure customer requirements are constantly being met Act on behalf of managers at times in relation to areas such as recruitment, handling issues around performance and provide the necessary coaching and guidance required Promote a positive company image at all times and be responsible for the upkeep and condition of any Company property allocated in the course of carrying out the job Am I who you are looking for? First and foremost we always want to recruit talented people that align well with our values and way of working; we innovate, we collaborate, we’re agile, we act with entrepreneurial spirit, and we’re supportive of and close to our customers. Does this sound like you? What do we look for in a Customer Experience Team Leader? Customer relationship management experience is essential, as is the ability to handle and resolve queries Good attention to detail with the ability to interpret customer related data, and an ability to meet deadlines is preferred Proven experience in the co-ordination and administration of reporting processes and procedures Will have experience of supporting a team on day-to-day basis to drive successful results Ability to plan and organise self and a team to achieve maximum targets Will demonstrate pro-activeness and initiative when dealing with queries and following up leads A positive attitude with the ability to ‘make things happen’ is a must Must be a proven team player with the ability to work on own initiative Must have proven planning, organisation and time management skills What about the business I’ll be joining? There are32 fascinating Saint-Gobain businesses that recruit talented people in the UK and Ireland. However, regardless of which business you join, you are assured to be welcomed into a professional and warm environment, where we value all of our employees equally and have a strong focus on their health, safety and wellbeing at all times. This vacancy is working for Saint Gobain; Saint-Gobain isthe world leader in the habitat and construction markets, with over 170,000 employees and operations in 67 countries worldwide. With such a significant presence we are proud to offer our employees a career without boundaries… Are You In? What are the benefits ? In addition to a competitive base salary plus an attractive bonus scheme, you will benefit from a significant focus on your own personal development and also have access to: A great open working environment. A defined contribution pension scheme. 31 days holiday including the statutory bank holidays (Increasing to 33 with service). Flexible Holiday buy-sell scheme (allowing up to 3 days holiday to be bought or sold). A defined share purchasing scheme (Each month you put away an agreed amount from your ‘pre-tax' pay and we use it to buy Saint-Gobain shares for you. As an added bonus, for every four shares you buy Saint-Gobain will give you an extra share free of charge). As an employee you are automatically covered by the Saint-Gobain Life Assurance Scheme. Staff discounts and various other benefits. What do I need to do now? We would love to hear from you In order to find out more and apply, please click below to register and submit your CV on our careers site. We will be in touch with you after your application to tell you about the next stages. AGENCY? Please note that we have our own recruitment marketing and search functions alongside an already agreed set of agency partners and will not accept any third party CV’s/Applications from anyone unless invited to do so. AGENCY? Please note that we have our own recruitment marketing and search functions alongside an already agreed set of agency partners and will not accept any third party CV’s/Applications from anyone unless invited to do so. This job was originally posted as