Job.

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JOB DESCRIPTION

Job Family: Retail Operations / Customer Care

Job Title: Customer Care Team Leader

PURPOSE SUMMARY:

The role holder will be responsible for working with the Customer Care and Collections Manager in supporting and developing a team of Customer Service Professionals in the delivery of best in class service in order to achieve customer satisfaction and departmental objectives. Responding to and processing all customer and dealer enquiries through the provision and collation of timely and accurate information and the completion of all relevant transactions with particular emphasis on finance activities. Through day to day actions ensure compliance of all regulatory requirements and industry standards. To enhance the FCA brand through continued commitment to the organisation's vision and values.

PRINCIPAL ACCOUNTABILITIES:

• Support the team of Customer Care specialists with day to day activities. • Carry out formal quality assessments against pre-determined departmental standards

and provide appropriate coaching to Customer Care Specialists. • In conjunction with the Customer Care Manager carry our regular one to one

performance review meetings. • Ensure the Customer Care Team adhere to formal FCA and regulatory processes and

policies. • Identify training needs for the team of Customer Care Specialists. • Act as escalation point for Customer enquiries and points of contention in the event

they cannot be resolved by the Team Members. • Support the achievement of Service Centre targets by taking Customer Calls at peak

call times • Ensure the Customer Care and Collections Manager is aware of potential customer or

dealer issues which may result in some form of FCA risk or may be escalated to a member of the Executive Management Team.

• Work effectively as part of the supervisory team, remaining approachable whilst recognising and respecting the contributions from others to the business.

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• Support the business as a whole to deliver growth and other targets whilst adhering at all times to the overall compliance policy framework communicated within the business.

• Provide the necessary management information reports detailing key volume and performance metric information to the Customer Care Manager

• Ensure relevant statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.

• Decrease turnaround times, streamline work processes and work cooperatively. • Any other reasonable management request.

PERFORMANCE MEASURES:

• Feedback from customers • Individual and team targets • Achievement of departmental objectives • Line manager feedback • Delivery to quality, time, cost objectives • Number of recommendations • Feedback from Customer Care and Collections Manager • Appraisals/ 121’s

Development and mentoring

 To conduct 121’s for the team, identifying areas of improvement, offering call coaching and mentoring in areas that require it. To identify and acknowledge team members’ individual strengths and nurture skills to the benefit of the team. Highlight individuals personal interest in areas of growth and development for the business. Develop and motivate a team to ensure sufficient capability to achieve departmental objectives.

Supervising the team

 Support the team to ensure a professional, quality and timely service is provided to achieve best in class service for customers. Monitor targets for the team, set by the Customer Care Manager. To ensure business objectives (e.g. customer satisfaction, operating efficiency) are met.

 Review team performance and take corrective action against any variances to ensure departmental objectives are achieved. Communicate with the team ensuring team members have all the required information to fulfil their roles and individual / departmental objectives

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General Tasks

 Proactively make recommendations to improve quality and customer care standards within the business.

 Continually develop own knowledge and skills to meet both individual and departmental objectives

COMPETENCY/BEHAVIOURAL PROFILE (Person Specification) :

 Prioritisation

 The ability to improve performance through training and development of individuals and teams.

 Provides personalised coaching and support to others

 Understands people's strengths and aspirations and takes them into account when allocating responsibilities

 Diligent

 Customer focused

 Good attention to detail

 Assertive

 Tenacious

 Establishes appropriate degree of empathy

 Communicates with different audience types to reach mutual goals

 Maintains professionalism in all aspects of communication

 Has strength and maturity to support individuals and teams through difficult circumstances

 Self-driven, internally motivated

 Able to interact with team members and thrive in a team environment

 Able to interact with the Customer Care Manager, accept feedback and change behaviour based on feedback

 Able to manage customer/dealer expectations

 Demonstrates sense of urgency in terms of meeting service and productivity targets

 Adaptive; can adjust to rapidly changing business environment

 Independent and able to work with minimal daily supervision KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:

 Minimum of A levels or equivalent

 Experience in the automotive or consumer finance industry preferred

 A minimum of 1 years’ experience in a Team Leader position preferred

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IT SKILLS PROFILE:

 Excel and Word to Intermediate level

 Workflow management REPORTING:

Reports to: Customer Care and Collections Manager

Number of Reports: 10

Dimensions / Budgets: £0 This job description describes the principal purpose and main elements of the job. It is a guide to the nature and main duties of the job as they exist currently, but it is not intended as a wholly comprehensive or permanent schedule and is not part of the contract of employment. I agree that this job description accurately reflects my roles and responsibilities within FCA Automotive Service. Print Name: Signed: Date: