Multimedia and Connected Car Supervisor - Application deadline 17th January

• £43,000
• Permanent
• Near Epsom, Surrey (location is most easily reached by own transport)
• Hybrid working (3 days a week in the office)
• Generous benefits package (Performance related bonus, Pension, access to their car scheme, Birthday voucher, Cycle Scheme, holiday purchase scheme, discounted onsite gym membership, subsidised Café and Canteen, 25 days holiday + all bank holidays)

TLP have been working with Toyota (GB) PLC for over 25 years and are a trusted partner. This role will be employed by TLP (secondment to Toyota (GB) PLC)

We have an exciting opportunity, Multimedia and Connected Car Supervisor. You will be part of the Customer and Network Support Team, Handling customer and Centre network enquiries, relating to in-car multimedia and connected car, to resolution or escalation where necessary.

What you'll be doing:

• You'll be the supervisor for the Front-Line multimedia and connected car team, being their first point of contact for day-to-day support, guidance and case management.
• You will be required to carry out regular 121 meetings/quarterly reviews setting the teams objectives and managing individual performance to ensure the team provide the best customer experience. You will also be responsible for the teams SLA performance, ensuring we can deliver great customer service.
• Responsible for handling customer and Centre network enquiries, which relate to multimedia and connected car.
• Managing cases, you will be responsible for helping customers and the network by answering their multimedia and connected car technology enquiries, whilst following Toyota practices.
• You will influence and make recommendations around customer journey improvements, seeking customer feedback at all times.

What you'll get to own:

• Responsibility for the front-line multimedia & connected car team performance.
• The main point of contact for any customer or Centre network enquiries relating to in-car multimedia and connected car.
• Responsible for escalating any in-car multimedia and connected car issues.
• Sharing your knowledge within the wider team.
• Responsible for representing the business when communicating with customers & the dealer network & TME/TMC

Skills and Behaviours:

• Excellent written and customer service skills, with an inclusive mindset.
• Confident with a customer first approach.
• Attention to detail and process driven.
• High levels of curiosity and challenge to understand in-car multimedia and connected car technology issues.
• Systems and web aptitude.
• A genuine interest in expanding on your own excellent knowledge.
• Comfortable presenting technical information to a non-technical and/or specialist audience.

Essential

• A track record of providing excellent customer service.
• A great knowledge of in-car multimedia and connected car technology.
• Customer handling skills.
• Strong interpersonal and communication skills (verbal & written).

Desirable

• Educated to A Level or above.