Job description    2021-02-22

At Motorpoint our values are Proud, Honest, Happy and Supportive.Have you ever had first day nerves? At Motorpoint, we will look after you! We genuinely do live and breathe our values, so buckle up and we will drive you safely to your goals.We all know 2020 has been very different. We will welcome you on board with open arms and road map you on a journey to success, so you can live your best life!We are proud to be recognised as one of the UK’s leading car retailers. Established in 1998, we have grown continuously for over 20 years and intend to keep on doing so with the help of our core success, talented people!If you were to join us as a Customer Care Supervisor, here is what you want to know.Salary: £9.50 per hourHours: 5 days out of 7 on a rota. This will include some weekend workingLocation: DerbyBenefits.Bonus schemeLong service awardsPaid time off every month to do something that makes you happy – yep that’s right!Discounts & cashback at hundreds of high street retailers & restaurants through our “My M.O.T” platformStaff discount of cars and finance optionsCycle to workQuarterly Team nights outPensionHealthcareAdditional holidays for length of serviceDays off for your birthday, getting married or moving houseEnhance Maternity and PaternitySeriously – there’s loadsWithout our customers we don’t have a business so our Customer Care team are key to maintaining our strong reputation. We pride ourselves on being nothing like other car dealerships and this is a role where you can help us do that by ensuring that our customers leave our showrooms feeling satisfied that they have had a great customer experience when they take their cars homeWorking as part of a 2 person supervisor team, you will assist the Customer Care Manager in the management of the customer care team, ensuring all post collection issues are dealt with in the correct manner and that all customer contacts have been addressed and recorder as per MP process. This includes all formal complaint and 3rd party review responses are actioned within 24 hours.What will my Day to Day look like?Ensure a smooth and professional service is delivered to every customerEnsuring team adherence to internal processes, identifying failures to do so and creating tailored action plans alongside your fellow supervisor for the individualAssisting the customer care team in daily tasks such as customer callbacks and issuing final responsesMonitoring MP performance on 3rd party review sites and creating monthly and weekly reports highlighting site performance.Maintaining a good working relationship with our 3rd party review sites and periodically reviewing our agreement/subscription.Ensuring all customer contacts have been recorded and allocated in line with Motorpoint process and challenging and recorded breaches of this.Completing monthly audits on customer care case management and inbound calls and creating action plans based on the outcome.Setting own monthly KPI’s in line with departmental projects.Working closely with your fellow supervisor to promote a cohesive management style.Ensuring team case volume does not exceed the expected standard/limit.Communicate with multiple departments and management teams to ensure effective working practices are carried outMonitoring Customer Care post invoice spend and investigating spikes in spend.Effective utilisation of in house systemsMeet Motorpoint’s benchmark level of customer serviceTeam members delivering upon the commitments within the customer charter and Motorpoint standardCustomer issues are resolved positively on a same day basisDemonstrate behaviours and manage in a style that upholds Motorpoint’s core valueWhat skills are we looking for?Experience is a supervisory role within a call centre setting (preffered)Experience in project work (preffered)Strong excel skills (required)Experience of a supervisory or management role (required)Here at Motorpoint we want it to be some where everyone can be themselves, we are committed to promoting a diverse and inclusive community where everyone regardless of who they are or their background can feel equal and supported.We encourage applications from people of all backgrounds and would ask you to get in touch if you are concerned about any barriers you feel you may be facing in your application process with us, so we can ensure they are removed.Job Types: Full-time, PermanentSalary: £9.50 per hourExperience:Supervising experience: 2 years (Preferred)Call Centre: 3 years (Preferred)Management: 2 years (Preferred)Customer Service: 3 years (Preferred)Work remotely:NoCOVID-19 precaution(s):Remote interview processPersonal protective equipment provided or requiredSocial distancing guidelines in placeVirtual meetingsSanitisation, disinfection or cleaning procedures in place

New Jobs   (Motorpoint)  Motorpoint jobs

2021-02-22 Customer Care Supervisor

At Motorpoint our values are Proud, Honest, Happy and Supportive.Have you ever had first day nerves? At Motorpoint, we will look after you! We genuinely do live and breathe our values, so buckle up and we will drive you safely to your goals.We all know 2020 has been very different. We will welcom...

2021-02-09 Customer Care Advisor

At Motorpoint our values are Proud, Honest, Happy and Supportive.Have you ever had first day nerves? At Motorpoint, we will look after you! We genuinely do live and breathe our values, so buckle up and we will drive you safely to your goals.We all know 2020 has been very different. We will welcom...

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