Customer Relationship Partner Team Lead

About the Role

As a Customer Relationship Team Lead, you will provide day to day supervisory responsibility for the Customer Relationship department, by assisting the Head of Customer Experience in delivering on the departmental, company and people strategy requirements through operational efficiency whilst delivering KPI measures across the Customer Service and Repairs Team.

You will work closely and collaboratively with other team members as well as internal departments such as PRIMA Operations, Bailey Product Performance, Bailey Repairs and Group Marketing. You will communicate professionally and proficiently to ensure an excellent standard of service is provided and maintained to all customer groups.

Key Responsibilities

• Supervisory responsibility of the Customer Experience team, including 1-2-1 meetings, absence management, training and development and workload management.
• Take ownership of PRIMA Trustpilot, CSAT and Google business review pages and actively seek to increase and/or maintain this within agreed targets as set by the Head of Customer Excellence.
• Manage Tier 1 and Tier 2 complaints in line with Departmental policy. Ensure Customer and Relationship partners are aligned on working methodologies.
• Create, update and implement Standard Operating Procedures and keep this up to date with all current and new employees.
• Constantly improve team processes to increase efficiency and time spent on tasks.

Your Qualifications & Experience

• Experience of supporting colleagues in previous or current role
  • Experience of working in a retail environment with a high volume of SKUs
  • Experience of complaint handling
  • Experience of CRM implementation
  • Good communication skills and able to present ideas to senior stakeholders
  • Strong organisational skills and ability to manage and lead multiple projects
  • Pro-active “can do” approach which embeds a positive and results driven culture within the team
  • Experience of devising training plans and coaching techniques.

Values & Behaviours

We Pass It On With Pride

• Share the knowledge through improved processes and ways of working

We Look Ahead

• Seek feedback to ensure standards are maintained and improvements are made
• Create a proactive environment, forward thinking attitude

We Roll up our Sleeves

• Lead from the front with innovations and improved methodologies
• Listen to our customer and find the answers

We are One Community

• Cross collaboration with other departments
• Drive 1st Point resolution for our partners and customers

At Bailey of Bristol, we’re proud of the people behind our products. We’re building a team where different perspectives and experiences are valued, and we welcome applications from all backgrounds. If this role excites you but you don’t meet every requirement, apply anyway—you might be exactly who we’re looking for.

The Bailey Family

Bailey of Bristol is one of the UK’s leading manufacturers of leisure vehicles, with a proud history of craftsmanship and innovation. We are committed to producing high-quality leisure vehicles that inspire adventure, and we take pride in our skilled workforce, strong team culture, and dedication to excellence.

We have been building Bailey leisure vehicles here in South Bristol since 1948 and are now very much part of the local community. We are also the tenth largest private company in Bristol and the largest recruiter in the area.

The majority of our employees live nearby and have been with us for a long time, with the average length of service around 10 years. As a result, our workforce possesses the necessary skill and experience to successfully produce a complex range of caravans, motorhome and campervans in the same production facility.