CUSTOMER EXPERIENCE TEAM LEADER | BRISTOL | PERMANENT

Salary: £29,524
Hours: Monday to Friday either 8 am to 5 pm/ 9 am to 6pm.

• Supporting the team to deliver high-quality customer interactions across all channels. Ensuring the team is adequately resourced while consistently meeting KPIs and service SLAs.
• Lead, mentor, and support the customer experience team to achieve high performance. Set clear goals, monitor progress, and provide coaching to colleagues. Identify and develop future talent.
• Conduct regular team meetings, training sessions, and performance reviews. Foster a positive and customer-centric work culture.
• Produce and maintain clear and concise walkthrough documents for all client accounts managed by the team. Collaborate with internal teams to improve customer journeys and reduce friction points and implement and enforce best practices for handling customer enquiries and issues.
• First point of contact for managing and resolving escalations efficiently.
• Oversee adherence to workflow processes, such as call logging and email-to-case management within our CRM systems to ensure we have a full 360-degree view of our customers.
• Act as a champion as the ‘Voice of the Customer’, support with identifying improvements in service, process and policies to support our overall business strategy as being best in class.