Cette offre est lié au département Customer experience
About Cazoo:
Our mission is to transform the car buying experience across the UK and Europe by providing better selection, flexibility, transparency, convenience and peace of mind(e)Our aim is to make getting your next car no different to ordering any other product online today, where consumers can simply and seamlessly purchase, finance or subscribe to a car entirely online for delivery or collection in as little as 72 hours.
Cazoo was founded in 2018 by serial entrepreneur Alex Chesterman OBE, has a highly experienced management team and is backed by some of the leading global technology investors.
Job Summary:
We're looking for an exceptional Customer Support Team Lead to join our fast-growing team at Cazoo, helping to transform the way people buy used cars and making buying a car no different to buying any other product online today.
Reporting into the Head of Customer Support, you will manage the Customer Support team dedicated to the Belgium market (10-15 Customer Support Specialists) based in our headquarter in Paris.
What you'll be doing:
- Responsible for supporting customers ahead of their delivery / collection, you’ll champion customer obsession across your teams and enable them to deliver an amazing experience
- Ensure all areas of the department operate under GDPR/company policies
- Managing a team of Senior Specialist's
- Manage your support teams, dealing with escalations as required(e)Provide ongoing coaching and guidance to encourage personal development and progression.
- Perform all necessary reportings and take a data based approach to measuring customer experience and performance in your teams and act quickly to recommend changes and take corrective action - this could include team processes, system configuration and product improvement for our customers.
- Help identify and recommend training requirements for the Customer Experience Training needs to ensure the central Training Team delivers against the needs of the teams.
- Work closely with multifunctional teams across the business including CRM, Content and Digital Marketing, Logistics and Operations teams, to ensure customers get the car they want, when they want. Working together, you’ll need to ensure a seamless customer experience is delivered throughout every point of the customer’s journey with Cazoo.
- Responsible for overseeing the weekly operational KPI reporting for your teams, identifying key areas of opportunity and implementing required actions.
- Deliver 1:1 session with each Senior with a focus on development, engagement, quality and performance
- This role is based in our Paris Head Office and could require travels to our different sites.
Skills and experience required:
- Proven experience in a Contact Centre Manager or Team Leader position
- Strong passion for the customer, with plenty of examples where you’ve taken a customer-first approach.
- Experienced managing the customer experience across multiple support contact channels
- Proven track record of managing high-performing teams
- A strong desire to work closely with people from diverse backgrounds, with a natural passion for people development.
- Comfortable in making data based recommendations
- Ability to identify an opportunity, define a plan and engage the right people to make it happen.
- Comfortable working in a dynamic, fast paced environment
- Dutch or Flemish is your native language(e)You also master French or English.
- You are currently based in Paris or willing to relocate in Paris in the coming weeks.
- Flexibility to work with your team and our customers, Monday to Saturday, 8am to 8pm shifts.
Benefits:
In addition to a competitive salary, we offer you a package of social benefits, including share options, annual bonus based on Cazoo financial performance, an extra day off for your birthday in addition to the 25 days of annual leave, enhanced health coverage (Alan), employee discounts on offers of Cazoo, meal vouchers, a friendly and international office in the heart of Paris.
Useful info:
Our selection process will typically involve an initial chat with one of our recruitment team followed by a selection of competency based interviews with stakeholders and the hiring manager .
We know that diverse teams make better teams and we are an equal opportunity employer who values diversity and inclusivity(e)We do not discriminate on the basis of gender, age, sexual orientation, colour, religion, national origin, disability status or marital status.
Sounds exciting? Then we are looking forward to receiving your application, including your earliest possible start date and salary expectations(e)We’re looking forward to welcoming you to the team!
Cazoo
Talent Team
Cazoo, WeWork Coeur Marais
64-66 Rue des Archives
75003 Paris