Retail Customer Service Team Manager
Swindon – Hybrid
We’re Arval BNP Paribas – we’re a global leader in vehicle leasing and the fourth largest leasing company in the UK. Our passion for Service, Sustainability, and Solutions is brought to life by each and every one of our people – who we call Journey Makers.
Culturally, we’re a friendly bunch – more human than corporate – and we serve a diverse customer base. From families choosing their first electric vehicle, to global brands seeking to switch their fleets to electric vehicles – whatever our customers’ mobility needs, we have a solution to offer.
About the role
As Retail Customer Service Team Manager, you will lead your team in optimising and delivering a first-class customer experience, coaching team members and providing guidance and support.
Some of your key responsibilities will include:
- Planning and managing resources to ensure effective customer service delivery
- Coaching team members in the principles of excellent customer service
- Participating in the development and management of quality monitoring
- Complaint management, identifying root causes and providing detailed summaries of complaints issues for continuous improvement purposes
- Setting and managing team and individual objectives, aligned with department and business goals
- Reviewing management information to understand team performance and identify development areas
What we’re looking for
You will lead by example, embracing challenges with an optimistic mindset and inspiring your team to do the same. You’ll also be committed to delivering the best customer experience, driving a culture of excellence within the team.
You’ll also be able to demonstrate:
- Experience of managing teams within a customer-focused environment
- Knowledge of regulated business environments
- Approachable, ‘can-do’ attitude
- Ability to develop strong professional relationships internally and externally
The package
We offer a basic starting salary of up to £40,000, plus a bonus of up to £1,900. We also offer 25 days holiday as standard, plus bank holidays, an extra day off for your birthday, and the option to purchase an additional 5 days.
We also provide a comprehensive benefits package, including:
- Private medical cover, including a digital GP service
- Company pension with up to 10% employer contribution
- Discounts on our products and services and discounts in many high street brands
- 2 paid volunteering days every year
- Free on-site gym
- Subsidised restaurant serving chef-prepared breakfast and lunch, plus discounted Costa Coffee
- Plus, a range of flexible benefits to suit your lifestyle
Ready to make a difference?
Sound interesting? Click to apply and a member of our Talent Acquisition team will review your application.
We’re passionate about being consciously inclusive employer, with a strong Speak Up culture. We’re also proud to be a Ban the Box employer as part of our commitment to a fair and inclusive society for all.
Interview process
- Telephone interview our Talent Acquisition team
- 1 hour meeting with the hiring manager
If you’re not shortlisted, we’ll still let you know the outcome of your application.
What are you waiting for? Apply today and we’ll be in touch.
Founded in 1989 and fully owned by BNP Paribas, Arval specialises in full service vehicle leasing. Arval offers its customers – large international corporates, SMEs and professionals – tailored solutions that optimise their employees’ mobility and outsource the risks associated with fleet management. Expert advice and service quality, which are the foundations of Arval’s customer promise, are delivered in 29 countries by over 6,500 employees. Arval’s total leased fleet adds up to 1,103,835 vehicles throughout the world (December 2017).
Arval is a founding member of the Element-Arval Global Alliance, the longest standing strategic alliance in the fleet management industry and the worldwide leader with 3 million vehicles in 50 countries. Within BNP Paribas, Arval belongs to the Retail Banking core activity.