Assignment Type: Temporary, ongoing basis where you will be engaged via Hays

Location: Chichester

Working Environment: office based on site

Pay type: Competitive hourly pay rate

The world’s pre-eminent super-luxury automotive brand is based in Goodwood, near Chichester, West Sussex, which comprises its global headquarters and Global Centre of Luxury Manufacturing Excellence.

The Client Contact Team leader is responsible for leading the Client contact team (CCT) – the centre of competence for Global CCT. The CCT is responsible for delivering first level client engagement across all channels, handling inbound and outbound calls. The CCT champions new products and supports in the delivery of key business campaigns. The CCT sits directly within the Client Insights team and the overall Client Experience team. In addition to leading the team in core tasks and ensuring adherence to KPI’s, this is an exciting opportunity to transform current operations in the CCT to gain/allow for comprehensive analysis of Client Insights, all with the goal of delivering a high-touch client experience.

Leadership of the CCT, managing tasks, training & performance of the team, ensuring adherence to KPIs

Acting as global centre of competence for Global CCTs, leading the relationships with key stakeholders across the global business, and championing CCT services

Lead the development of processes/structures within the CCT to gather and comprehensively analyse client insights.

Guide the team in client insight reporting/process, ensuring accurate maintenance of all reporting and process documentation

Evaluation of quantitative/qualitative data, ensuring intelligence is shared with the wider business, including adherence/variances to core KPI’s – e.g. VoC calls (Ownership & Services), Case resolutions.

Informing the wider business of trending/critical topics and the latest Client Insight Intelligence through the preparation of weekly/monthly status reports

Manage, maintain and communicate the CCT activity landscape (inbound/outbound calls, campaign delivery) within the team and to key stakeholders.

Ensure that a benchmark client experience is delivered achieving high levels of trust and understanding

Manage relevant compliance checks to ensure adherence to data protection and business policy

Degree or equivalent in a Business Management/Marketing/STEM discipline

Strong and demonstrated experience in leading/managing teams

Able to identify areas of opportunity and think innovatively to create new/improve existing processes

Excellent presentation and interpersonal skills with the ability to communicate effectively with stakeholders at all levels/international teams across different cultures

Experience in using CRM tools

Skilled in Microsoft Excel with experience in analysing data

Be extremely consumer-centric, with a high attention to detail

Fluent English (written & verbal) other languages are desirable, including Arabic, Japanese, Chinese, Russian but not essential.

Competitive hourly rate along with an annual performance-related bonus

Access to a subsidised restaurant

Hays Go1 training platform which offers a library of over 70,000 courses.

Access to Ben – Offers support across a wide range of topics such as mental health, well-being, financial or legal matters

Local retail and restaurant discounts

35 days annual leave (Including bank holidays)

If you are interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or call us now on 0116 261 5001.