Customer Experience Team Leader
Posted 2 days ago by Vermelo RPO
Due to exponential growth, there is now an opportunity and a requirement for a Customer Experience Team Leader to join an award-winning global provider of software and hardware solutions in the automotive industry.
We are currently looking for a highly organised and professional Customer Service / Experience Team Leader with a proven track record in delighting Customers and driving improvements in Customer Satisfaction levels.
You will need to be a passionate, proactive, and forward-thinking leader for our Customer Experience team, with previous experience in team management.
Key Responsibilities
Your main responsibilities will include overseeing the day-to-day activities of the Customer Experience and Key Account Support teams, such as
- Answering customer queries.
- Offering a 360 support to our CX customers ranging from the following:
- Quotations
- Product advice
- Order placement.
- Queries
- Invoicing & Credits
- Order status updates.
- Advise on delays.
- Confirming expected delivery dates
- Subscription Renewals
- Account health checks.
- Asset Management
- Raising and managing RMAs for returns
- Supporting Credit Control with resolving issues to ensure customer satisfaction and payment.
Key Skills Required
- Team Leadership Experience
- Development, implementation, and management of team KPI’s.
- Conducting 1-2-1’s monthly.
- Quarterly staff reviews & Performance Management.
- Weekly team catch ups.
- Weekly reporting to Customer Experience Manager.
- Absence Management.
- Proven ability to work under pressure in a fast-paced environment.
- Problem solving attitude.
- Intermediate knowledge in Word, Excel, PowerPoint and other relevant packages with fast and accurate typing skills, and a high level of grammar, spelling, and punctuation
- Good communication skills (verbal and written)
- Excellent telephone manner.
- Confident is customer facing meetings.
- Strong organisational skills with the ability to multi-task
- Knowledge of Telematics/Video Telematics industry is desirable.
Perks of the Role;
- Fantastic Salary of £30,000- £35,000 *Experience-dependent
- Monday-Friday only 9 am-5 pm
- Hybrid working
- Free parking on site
- Health Assured Employee Assistance Programme (EAP)
- Private Medical Insurance
- 25 days of holiday plus Bank Holidays
- Life Assurance (x4 salary)
- Pension
This role offers a genuine career opportunity for progression within the company. If you are a strategic thinker, relationship builder, and results-driven individual please apply with your CV today!
- Type:
- Permanent
- Contract Length:
- N/A
- Contact Name:
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- Telephone:
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- Job Reference:
- CD1146364RoyCETL
- Job ID:
- 222331956
- Applications:
- Less than 10
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