We’re working with a forward-thinking company known for its innovative approach and passionate customer base. As they continue to grow, they’re looking for a Customer Experience Team Leader to inspire, lead, and develop a team of Customer Experience Advisors (CXAs), ensuring service excellence at every touchpoint. This is a fantastic opportunity for someone who thrives in a fast-paced environment and is passionate about people and creating a high-performance culture.
Responsibilities:
- Lead, support, and develop a team of Customer Experience Advisors to deliver consistently outstanding service.
- Drive a high-performance culture through regular 1:1s, coaching, feedback, and training.
- Set clear expectations and ensure the team understands and delivers against KPIs, CSAT, productivity, and quality metrics.
- Recognise and celebrate success while addressing underperformance with fairness and clarity.
- Manage resources effectively to ensure adequate coverage during busy periods and maintain service standards.
- Oversee completion of daily tasks and processes, ensuring accuracy and consistency.
- Take responsibility for escalations, ensuring timely and professional resolution.
- Foster a collaborative working environment, building strong relationships across departments to enhance team efficiency and the customer journey.
- Share accountability for maintaining a high-quality Knowledge Base.
- Deputise for the Head of Customer Service when needed.
About You:
- 2+ years of experience leading a team in a fast-paced customer service environment.
- Proven ability to meet and exceed KPIs and sales targets.
- Skilled in coaching, mentoring, and developing others to achieve their full potential.
- A confident communicator with a positive, enthusiastic attitude.
- Passionate about customer service, with a genuine interest in people
- Highly organised with strong attention to detail, curiosity, and excellent listening skills.
- A proactive, solutions-focused mindset with a drive to continually improve service standards.
Benefits:
Join a fast-growing, innovative brand with global reach
Hybrid working options
Opportunities for progression and professional development
Collaborative and supportive team environment