Customer Experience Team Lead

at  Exertis

Company: Flogas Ireland
Req ID: 7599
Salary: Negotiable
Location:Drogheda, IE, A92 T803
Contract Type: Permanent
Date Posted: 20 Aug 2024
Description:

ABOUT THE ROLE:

As a CX Team Lead at Flogas LPG, you will play a crucial role in ensuring the delivery of exceptional customer experiences. Reporting to the CX Manager, you will assist in leading and motivating the Customer Contact Team, managing day-to-day operations, coaching team members, and driving continuous improvements in customer service. You will collaborate with various departments, handle escalated customer issues, and ensure that all interactions align with our CX strategy and standards. This role requires a proactive, customer-focused leader who is passionate about developing their team and enhancing the overall customer journey.

KEY RESPONSIBILITIES:

• Assist in translating the broader CX strategy into actionable plans for the Customer Contact Team, ensuring alignment with overall business objectives.
• Regularly report on team performance, customer satisfaction metrics, and progress toward strategic goals to the CX Manager, providing insights and recommendations for improvement.
• Lead or support CX-related projects and initiatives, ensuring they are delivered on time and meet the expected outcomes.
• Cultivate a positive work environment by consistently demonstrating enthusiasm, resilience, and a solution-oriented approach to challenges.
• Foster a culture of optimism and high morale within the team by recognizing and celebrating successes, both big and small.
• Stay informed on the latest trends, technologies, and best practices in customer experience through training, workshops, and self-directed learning.
• Apply new knowledge and skills to improve team processes, coaching methods, and customer interactions, thereby enhancing overall team performance.
• Regularly review and assess team workflows and customer interaction processes, identifying inefficiencies and implementing improvements to enhance productivity and service quality.
• Encourage team members to suggest and trial with new ideas and approaches to streamline operations and improve the customer experience.
• Oversee daily operations, ensuring that team members are effectively managed, supported, and motivated to achieve their targets.
• Monitor and manage team performance against KPIs, adjusting resource allocation as needed to meet demand and ensure high service levels.
• Act as the primary point of contact for team members needing guidance or support in handling complex customer queries or operational issues.
• Provide regular, constructive feedback and coaching to team members, helping them develop their skills and improve their performance.
• Work with each team member to create and implement personal development plans, tailored to their strengths and areas for improvement.
• Continuously refine the observational feedback model to ensure it is effectively driving team development and aligning with CX best practices.
• Oversee the quality assurance process for all forms of customer communication, ensuring adherence to company standards and best practices.
• Analyse QA data to identify patterns and trends in customer interactions, using these insights to inform training and process improvements.
• Collaborate closely with sales representatives to ensure that customer needs are understood and met, providing support in resolving any sales-related customer issues.
• Facilitate smooth communication between the sales team and the Customer Contact Team, ensuring that sales campaigns are effectively supported and customer queries are handled promptly.
• Actively contribute to fostering a customer-centric culture within the team and across the organization, reinforcing the importance of exceptional customer service.
• Ensure that all team activities and customer interactions comply with internal CX policies, as well as industry regulations and standards.
• Maintain up-to-date documentation of CX processes and procedures, ensuring that they are easily accessible and understood by all team members.
• Act as the voice of the customer in internal discussions, advocating for their needs and preferences in business decisions and strategy development.