Team Leader Customer Engagement - 12 month maternity cover

Polestar

  • Bicester, Oxfordshire
  • Permanent
  • Full-time
  • 5 days ago
The opportunityWe're currently looking for a Customer Engagement Centre – Team Leader. Someone to join our Customer Experience team and play a key role in putting our customers first, and ensuring our Customer Engagement Centre are offering finest levels of customer service. Someone with a passion for electric mobility, an interest in technology, and a desire to create the change we know is needed.Working directly with our Contact Centre Manager and our Customer Engagement Centre team this role will be key in delivering a hassle-free experience for all our customers.This position is located at our Bicester office and will require a minimum of three days in our office. We believe in a hybrid model when it comes to remote and onsite work, knowing that both in-person collaboration and individual time to focus are needed. What matters most is that people get the time, and support, to do what needs to be done. And to enjoy doing it, of course.The responsibilitiesIn this role, you'll be expected to champion all areas of customer engagement, putting the customer first in everything you do. Working as a member of the Customer Engagement department, you'll be instrumental in our ambition to be the best in class for customer service and offer all Polestar customers the finest experience. See below for a more thorough breakdown of the various tasks and areas you'll be responsible for:
  • Manage a team of Customer Engagement Advisors and Senior Customer Engagement advisors.
  • Handle all day to day scheduling, motivation, briefing and 1-2-1’s with all team members.
  • Work with the Training and Quality Specialist to conduct performance management, QA sessions, coaching and development of your Team.
  • Ensure your Team provide excellent customer service at all times whilst building and maintaining friendly and professional relationships with customers.
  • Drive positive success and team achievement of commercial business priorities, SLA’s, KPI’s and targets for all activities within the Customer Journey.
  • Directly handle when appropriate and resolve any escalated customer concerns.
  • Work closely with Central teams to implement knowledge sharing and best practice throughout the contact centre.
The ideal candidateIn order to succeed in this role, and at Polestar in general, there are a few characteristics you'll need to have. Integrity, Kindness and Commitment. The ability to take the initiative, to meet set deadlines and requirements, and to always think customer first.As a person you can manage multiple stake holder requirements and like to work in a team environment. You are also a digital-minded, flexible and agile individual who thrives working in fast-paced and dynamic environment and who has a can-do attitude and a self-starter approach. You are able to handle a broad portfolio of tasks and are confident as a people manager.In addition, you'll need the following qualifications:
  • At least 2 years of experience in front line Customer Service role
  • Previous customer complaints or escalations experience
  • Previous experience managing, coaching or developing people from a variety of backgrounds
  • Excellent oral and written communication
  • Knowledge of Salesforce, VIDA, and TIE are a benefit
  • Good knowledge of Excel & PowerPoint
Polestar is an international company, with various backgrounds represented. English, therefore, is the language of written and spoken communication. And though we have a global presence, we maintain the growth-mindset. Change happens often at Polestar. But so does progress. Expect an accelerating, exciting environment.The processIf the above matches your ambitions, be sure to apply. Applications will initially close on 10th September.The Polestar journey is an electric one.Join a global team dedicated to improving the societies we live in through sustainable, electric mobility.

Polestar