Customer Experience Team Leader

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!