Customer Care Team Leader

Base salary - Competitive commensurate with experience

Company benefits - Pension, Medicash plan, employee discounts, 25 days annual leave entitlement increasing with length of service.

Location - Stoke on Trent, 5 mins walk from station with onsite car parking. Whilst we can support working from home if you wish, you will need to be comfortable commuting into the office when needed.

In today's dynamic Motor Dealer environment, Click Dealer understand the importance of new, innovative solutions to improve dealer performance and build customer loyalty.

We have over 20 years' experience, with over 1,700 dealership clients and a portfolio of award-winning products including: websites, dealer management systems, lead management, stocking solutions, finance technology and lead generation SEM services.

The Clickers, as staff here are affectionately known, are the key to our success and we aim to provide them with a supportive and entrepreneurial work environment that fosters collaboration and allows our people to take responsibility, be successful, improve our business, improve our customers' business and grow their own skills and personal development.

• Coaching, motivating, developing, and retaining staff, as well as coordinating incentive schemes, to deliver a high standard of customer service
• Be accountable for all aspects of leading the team. Recognise key motivators in the working environment, people's different motivational needs, and identify techniques to motivate your team. Take an active interest in, and support, everyone's personal development to meet both their career and business goals.
• Aligning team culture to the company Vision, Mission & Values
• Take ownership and responsibility for leading excellent service & delivery of team KPI's
• Review and analyse agent performance, and resource planning for annual leave cover
• Build knowledge of products across the team to support user success
• Be responsible for managing and understanding Click Dealer's policies and HR processes
• Drive customer retention by maintaining relationships with clients and utilising the customer retention process
• Handling escalations by following Click Dealer's internal process
• Ensure the accurate maintenance of information in the CRM
• Drive a world class customer experience utilising quality assurance processes
• Working collaboratively with the Head of Client Services and Key Stakeholders to build strong relationships and drive our culture amongst your team

• Ideally 2 years' experience in the SaaS sector
• Demonstrate a passion for Customer Service
• Knowledge of the automotive industry (beneficial)
• 2 years of leadership experience dedicated to managing and optimising customer retention programs to enhance commercial performance and key metrics
• Energetic personality and ability to motivate people
• Calm under pressure

• People and task management of one of our Customer Care teams
• Manage and submit performance metrics
• Facilitate targeted SLA adherence
• Upwards delegation of emerging issues
• Collaborate with other members of the Operations leadership team

Click Dealer has been operating for over 20 years - originally founded by Gerry, who remains with the business as our Chief Visionary Officer. We provide a range of SaaS (Software as a Service) solutions to independent used car & van dealerships - including websites, dealer management system, and digital marketing solutions. We've won multiple awards and have a strong reputation in our industry.

It's important that all our team members (or 'Clickers' as we affectionately call our employees) feel part of our Click family - we want you to feel welcome here.

Everyone is a part of something extraordinary - Here, we have a culture, team, and atmosphere in which every Clicker's work is valued and important

Your work is always appreciated and recognised - We can never give enough praise or recognition to our Clickers. Whether that's through treating them to lunch or giving them a shout out in Microsoft teams.

You can lean on and trust us - All of our Clickers massively respect and appreciate one another, making the Click Dealer environment one that brings a great sense of belonging. Here you can lean on and trust your coworkers to work with you.

You're constantly encouraged - We're always encouraging and helping our Clickers to do better and continuously learn. We provide clear pathways for career progression, with access to support and training to help get you there.

Everyone is treated fairly - We are an Equal Opportunity Employer, which means that we are proud to fairly reward people for their efforts and achievements, as well as provide our employees every opportunity to provide feedback and talk to us if there is an issue.

We know that you have a life outside of work with your own needs and desires - we put real value on inclusivity and people's wellbeing. You can expect:

• Flexible working environment - whether you prefer being in our office or would rather work predominantly at home, we can support flexible working arrangements.
• 25 days holiday plus bank holidays, increasing with service level. We encourage our team to book their holidays and take a break!
• Medical plan, including an Employee Assistance Programme. Our plan offers a range of services, including: a virtual GP service, 24/7 help line, and help with optical & dental costs.
• Training & Development - we want to support our Clickers with growth and upskilling. If there's an opportunity you're interested in, we are all ears!

The role

Customer Care Team Leader

The team

Customer Care - Operations

Contract type

Permanent, 35 hours per week

Our office

Winton House, Stoke-on-Trent, ST4 2RW - close to bus and rail links.

If're excited by this opportunity and want to apply, send your CV in to us. It would be great to hear why you're interested in this being your next role!