Our client, one of the largest Storage Solutions operators in the UK, are looking to recruit an experienced, people-focused Leader to join their high-performing Customer Experience team, in their incredible Central London HQ. Overseeing a team of 5 FTE (with additional seasonal hires to add across the year), this is an incredible opportunity for the right candidate!
Our client offer both traditional and digital storage solutions to their dedicated customer base, and have recently undertaken a large acquisition which has only strengthened their market share. Due to their constant desire to grow and ensure they promote an incredible customer experience whilst doing so, they are now actively seeking the perfect candidate to oversee their customer-facing operation. In a nutshell, your responsibilities will include:
- Leading a Customer Experience team of 5 FTE, creating an incredible culture and, in turn, motivated employees
- Overseeing the day-to-day operations of the CX function - ensuring timely/quality responses to customers across phone/email/live chat
- Setting and maintaining high standards for service quality/tone of voice, etc
- Owning and continuously improving CX processes/systems/workflows
- Handling any escalations/difficult queries when required - leading from the front to inspire team to constantly learn/improve
- Recruiting/training new team members (primarily across busy festive/summer periods, where additional temporary staff will be brought in to assist with customer demand(s))
- Acting as the 'voice of the customer' internally, ensuring feedback helps to inform decisions/improvements
In order to be considered for this position, it is ESSENTIAL that you have the following:
- Experience of leading a telephone/email-based Customer Service/Experience operation
- Strong people-leader, with demonstrable experience of coaching/improving others
- Genuine desire/attitude to lead from the front - hands-on and solutions-focused
- Passion for delivering exceptional service
- Fantasticmunication skills (both written and verbal)
- Ability to use, manage and improve CRM systems/processes
- Ability/desire to work in a fast-paced environment
- Genuine desire to grow/progress (plenty of opportunities to do so!)
- Fun, sociable personality!
In addition to a verypetitive salary, our client are also offering the following:
- Incredible progression opportunities (with amazing internal success stories to showcase this!)
- Great working hours (Monday - Friday: -
- Private health insurance
- Fantastic social events throughout the year
Our client are looking to move very quickly on this, so any interested candidate(s) are urged to apply at their earliest convenience!
#4761086 - David Blake