Your Company:
This is an excellent opportunity for an experienced Customer Experience Team Leader to join a dynamic and growing business. Working closely with the CX Manager, you will play a pivotal role in supporting and developing a multi-functional team across customer service, sales and digital operations, helping to drive exceptional customer experiences and business performance.

Your Role:
While in this position your duties may include but will not be limited to:

• Leading, motivating and developing a diverse team across customer service, sales and digital functions
• Monitoring individual and team performance, ensuring productivity, accountability and service standards are consistently achieved
• Providing hands-on support, guidance and coaching to team members, helping them overcome challenges and achieve their objectives
• Conducting regular one-to-one meetings, team meetings and performance reviews
• Collaborating with colleagues across the wider department to ensure effective resource allocation and seamless day-to-day operations
• Identifying opportunities for process improvements to enhance customer satisfaction and operational efficiency
• Supporting the delivery of departmental goals, including customer service excellence and revenue growth
• Creating and implementing development plans to strengthen employee skills, knowledge and behaviours
• Monitoring key performance indicators and service level agreements, reporting on team performance where required
• Maintaining and enhancing the company's reputation across social media platforms and customer review channels
• Utilising data, benchmark tools and quality monitoring processes to ensure high standards are maintained
• Providing operational cover when required, including supporting live chat, telephone enquiries and other customer-facing functions
• Supporting the CX Manager with departmental projects, initiatives and ad-hoc business requirements

You MUST Have
Please apply ONLY if you meet the following criteria:

• Previous experience leading and managing multi-functional teams within customer service, sales, contact centre or customer experience environments
• Strong leadership skills with the ability to motivate, coach and hold team members accountable for performance
• Demonstrable experience managing performance and conducting difficult conversations where necessary
• Proven customer-centric problem-solving abilities and a commitment to delivering exceptional service
• Excellent verbal and written communication skills, including a confident and professional telephone manner
• Strong organisational and multitasking abilities with the capacity to prioritise competing workloads
• Experience analysing performance data and using metrics to drive continuous improvement
• Ability to quickly learn and retain complex products, services and operational processes
• Excellent conflict resolution and relationship management skills
• Strong IT proficiency and written English skills
• A proactive, positive and adaptable approach to leadership and problem-solving

Your Opportunity:
This business places customer experience at the heart of everything it does and is committed to creating an environment where both customers and employees can thrive. The successful candidate will have the opportunity to lead a high-performing team while contributing directly to the continued growth and success of the organisation.
In return, the company offers a salary of up to £33,000, dependent upon previous experience and relevant knowledge. You will also benefit from ongoing training and professional development opportunities designed to support your long-term career progression.
This role offers a combination of office-based and remote working, alongside the opportunity to work closely with senior leadership and influence operational improvements across multiple departments.
As well as this, you will be joining a supportive and collaborative working environment where your ideas, leadership skills and contributions will be recognised and valued.

To investigate this role further, please do not hesitate to contact:

Phoebe Jones – Recruitment Partner

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