After Sales Team Leader

Salary: £33,600 per year

Outdoor & Cycle Concepts

After Sales Team Leader

Kemble

Salary- up to £33,600

Who are we….

Outdoor and Cycle Concepts is made up of the well-known high street brands Cotswold Outdoor, Snow + Rock and Runners Need, and together we dedicate our time to encouraging everyone to enjoy the outdoors sustainably.

As a business we are uniquely positioned, supported by world leading brands, to encourage everybody to get outside. We’ve already supported millions of customers to take advantage of their new love for the outdoors during lockdown and we’re there to support the nation with staycation UK. As you can tell we have big ambitions for the future and our people play a big role in achieving those ambitions.

You will become part of our outdoor family – we invest in our talent and will help you conquer your goals.

Applications from all genders and backgrounds are encouraged.

O&CC aims to be an inclusive employer, where difference is celebrated, respected and encouraged. We truly believe that diversity of experience, perspectives, and background leads to a better organisation for our employees and customers, creating a learning environment and organisational culture that leverage diversity, allowing us all to flourish and keep our business growing.

Be bold. Be brave. Join us!

Please note this role is 40 hours per week.

What we need…

You will support the Customer Service & Aftersales Operations Manager in the development and deployment of the aftersales operation. You will be fully responsible for all aftersales related matters and will need to ensure the department exceeds customer satisfaction measures.

Communication with internal & external customers is key to ensuring an effective execution of the department’s goals. A significant part of the goals is the engagement of the team and moving the department to a continuous Improvement mindset and way of working. 

Balancing fair & consistent outcomes for both the customer and company by closely monitoring relevant KPIs and taking decisive action where necessary

Building a high performing team by working closely with the individuals and fostering an approach of personal development and accountability.

Key Responsibilities

We are looking for someone who shares our passion for delivery exceptional service with a mindset focused on constantly improving your department through:

• Develop action plans to maximise opportunities within aftersales to reach and achieve targets
• Build first class stakeholder relationships with our brands and partners, charity partners, internal and external customers
• Report on after sales and trade figures, product recalls, average lead times, shrinkage, and general performance to senior managers and group. This will help us maintain productivity and remain on budget
• Ensure team follow process whilst maintaining system records accurately – this will include adhering to Health and Safety processes and supporting our sustainability ambitions
• Coach and develop colleagues ensuring skills, knowledge of products and processes is maximised across the team and Continuous Improvement is embraced
• Identify and strive to make changes based on customer satisfaction scores and insight.

What we are looking for…

• Excellent communication skills (verbal and written)
• Balancing workload / multiple projects
• Diligence and attention to detail with great problem solving skills
• PC Literacy
• Enthusiasm and drive, proactive and resourceful
• Ability to work independently and as part of a team
• Time management

Salary & Benefits

We believe in giving our colleagues a package that is more than just base salary. So here is our chance to show you what we offer:

• Base salary of up to £33,600
• Staff discount which provides discounts of about 40-50%
• Up to 33 days holiday (inclusive of bank holidays)
• Bonus scheme which rewards company and personal performance
• Pension scheme
• Opportunity to take on an apprenticeship
• Cycle to Work scheme

Here at Outdoor and Cycle Concepts we believe people are happier when they escape outside. Are you ready to join our team and inspire the nation?