Job Ref: 215153391

Date: 2021-11-12 17:23:20

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Our Milton Keynes based client is seeking a Customer Experience Team Leader, working within a fun and energetic team.

Within the role you will be the first point of contact the Customer Experience team, responsible for the day-to-day operation and all aspects of people management. It is essential that you care for people and customers to create an environment for success.

Position: Customer Experience Team Leader  

Hours: Monday to Friday, 9am to 5.30pm (A mix of working from home and the office)

Salary: Up to £32,000

The job will involve…

Effectively managing the departmental workload, knowing what levers to pull when necessary and having the confidence to do so.  
Ensuring processes are in place and adhered to by the team to ensure a continual high-quality service is provided and that incidents are escalated appropriately.
Handling escalations to resolve customer complaints with an eye to preventing repeat complaints. 
Conducting interviews to ensure the quality of new recruits is of the highest possible standard.
Onboarding new members into the team and continually adapting and improving this process based on feedback. 
Briefing your team on all process and product changes or issues to further enhance our ability to achieve KPI’s. 
Monitoring and managing the activity of your team to make sure that we meet all service delivery KPIs and standards. 
Carrying out regular quality assurance checks to ensure work is of the highest standard, celebrating successes and supporting any development areas. 
Coaching and developing your team – coaching is to include call, email and behaviours. Driving the team to find improvements, while continuing to recognise when excellence is displayed. 
Updating management on your team’s effectiveness and on any significant capability, conduct or personal issues. 
The Person will…

Have experience of working in a similar role.
Takes initiative and acts decisively and quickly. 
Is a self-assured competent leader who can motivate and engage the team. 
Is customer and commercially focused, you’ll be performance driven with a desire to deliver excellent customer service 
Is emotionally intelligent with a growth mindset
Can motivate and lead by example, adopting a positive ‘can do’ attitude whilst embedding the right culture to drive values and behaviours  
Please note that at times due to the volume of applications we may not be able to respond to each person individually. If you do not hear from us within 7 days we’re sorry you have not been successful this time. Please do not let this stop you applying for other positions you may be suitable for. Good Luck!

1st Choice Staff Recruitment is an equal opportunities employer and acts as both an Employment Agency & Business

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