FJA are recruiting for an experienced Team Leader to join our client as part of their Customer Experience team. The Customer Experience Team is responsible for delivering excellence and expertise at every stage of interaction with the client.
You will work with the wider business to continuously improve the products, services and systems to meet and exceed the customer needs and lead expectations to maximise business growth and retention.
Benefits in the role of Customer Experience Team Leader;
* 35 hour working week – Mon – Fri 9am – 5pm
* Hybrid working between the Bury office and home
* Private Bupa medical cover and optical / dental schemes
* Generous annual leave with a buy and sell scheme
* Gym and retail discounts
* Optional study and additional learning packages
* Company car schemes
* Physical, mental and social wellbeing programmes
* Plus many more!!
Customer Experience Team Leader role:
* Responsible for the customer relationship, delivering an outstanding customer experience at every stage
* Recruit, train, mentor, manage and support new starters, and the wider team
* Conduct performance reviews in line with performance management processes including a review of actions and training needs to ensure clear direction and development of the team
* Monitor activity levels and performance management of the Helpdesk Team and provide reports, statistics and analysis as required
* Observe, adopt and lead the department workflow relating to operational tasks to best service the customer
* Support all tasks relating to the lifecycle of customer products and schemes
* Maintain all databases, workflow reporting and bespoke software
* Assist customers with queries relating to website, end of contract issues, data recording and general enquiries through to satisfactory outcome for both the customer and business
* Provide assistance for customer issues and see this through to satisfactory resolutions, working in collaboration with all departments as and when needed
* Assist with the recording, storing and management of customer surveys, satisfaction scores and feedback responsibilities
* Contribute to the development and execution of strategic plans that align team objectives with broader organisational goals
* Lead and implement continuous improvement initiatives to enhance team efficiency, service delivery, and operational effectiveness
* Champion new technologies that elevate the customer experience, ensuring digital tools and systems are aligned
* Identify, evaluate, and support the implementation of innovative tech solutions that streamline operations, improve customer interactions, and future-proof service delivery
* Support and contribute to the Quality Assurance programme through regular service reviews, feedback, and coaching – ensuring consistency, compliance, and continuous improvement across all customer interactions
This is a hands-on role which requires a strong balance of people and data management.
To be considered for the Customer Experience Team Leader role you must have experience in a Customer Service focused role – at Supervisor, Team Leader or Team Manager level, and have a good level of systems and data knowledge – strong Excel is required.
My client has an excellent reputation in the industry and hold many accreditations - they are a 3-star World class best companies to work for, 3rd best company to work for in the Business Services sector, and within the top 25 employers in the Northwest. They are also Gold status Investors in People and We Invest in Wellbeing.
Due to the high volume of applications, we receive we are not always able to reply to all applications. If you haven’t heard back from us within 2 weeks, then please accept that your application has been unsuccessful for the role we currently have advertised Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job. Finlay Jude Associates Ltd acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers