Office Manager - Auto Services (BB-ACB5A)
Found in: Talent UK
Description:Here at Direct Line Group Auto Services, we genuinely care about what we do and strive to provide a phenomenal quality of service for our customers. We know that our customer’s vehicles make getting from A to B that much easier, whether it’s to do the weekly shop, the school run or to get things delivered, it’s all important. What we’re looking for: The future is ambitious now the technologies used in Body Shops are evolving every single day, which is really helping us re-shape vehicle repair industry. That’s why we’re excited to be growing our teams and looking for people to join us as a Customer Service Team Leader All roles are at the heart of our Auto Services business and you’ll need be enthusiastic, upbeat and committed to delivering the best repair service. As a Customer Service Team Leader, we want you to bring your previous experience, skills and knowledge to the team, you will manage, motivate, develop and lead a team across a number of brands and products. Ensuring the team delivers world class customer service, meeting customer’s needs and keeping promises, whilst meeting performance targets and operational objectives within DLG Auto Services. If you love to stay busy this role is really for you. What you’ll be doing: Leading your team to achieve productivity targets on a monthly/quarterly basis. Demonstrating an understanding of the customer experience offered by your team through regular call listening, complaint handling and mentor-ship. Ensuring that your team balance customer complaints in a timely manner reducing escalations. Identifying, solving and escalating problems and customer/process improvement opportunities. Leading your team to deliver excellent performance by motivating and engaging all employees ensuring their capabilities are fully developed. Evidence mentoring that improves performance via clear documentation which is filed accurately. Adhering to national lean design standards. Ensuring adherence to all Direct Line Group (DLG) Human Resources processes and procedures. Delivering, embedding and maintaining effective communication. To role model the DLG values and ensure you gain regular feedback on how you have demonstrated them within the business Who you’ll be working with: We know you’ve heard this all before, but the culture here at DLG really is something else. We accept our individuality – you’ll see it in the way that we think and work, ensuring you can enjoy making a contribution, have some fun and be yourself in every aspect. We encourage each other to be the best we can be: no opinion goes unheard, no achievement goes unrecognised, and no idea goes unknown – we even reward you for them! We encourage our people to work together, aim higher and to be the best they can be – for customers, colleagues and the business. It’s an indefinable “DLGness” that makes us who we are, and we’d love for you to be a part of it. You will be working as part of our office team leading a team of customer service advisors , responsible for customer communication and delivering a magnificent customer journey and you will be part of the wider site team. What we’ll give you: Rewarding you is important to us, that's why we'll recognise your hard work and support you give our customers every step of the way with a very competitive salary and an industry leading reward package Our teams are always supporting their local communities and love getting involved in charity events and family days.
calendar_today13 hours ago