Customer Experience People Lead

Black Ties Group Inc.; Manchester; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a passionate Customer Experience People Lead to inspire and manage a dedicated team of Customer Experience Specialists. This pivotal role focuses on enhancing customer satisfaction through effective leadership and coaching, ensuring that every customer interaction reflects the company's commitment to excellence. You will play a vital role in shaping the Customer Experience strategy, fostering a high-performance culture, and driving continuous improvement. If you thrive in a dynamic environment and are dedicated to creating beautiful customer experiences, this opportunity is perfect for you.

Qualifications

• Experience leading a team in a customer support environment.
• Strong leadership and coaching skills.

Responsibilities

• Lead a team of Customer Experience Specialists to deliver exceptional customer service.
• Participate in global CX leadership to drive strategic initiatives.

Skills

Team Leadership

Customer Support

Conflict Resolution

Coaching

Time Management

Relationship Building

Growth Mindset

Job description

How you’ll make an impact

The customer is the heart and soul of Xero, and our Customer Experience Team plays a critical role in driving advocacy for Xero by delivering beautiful experiences every time.

As a company, Xero is fiercely customer-centric, and we are proud of our unique customer support model that provides millions of Xero customers with a #beautiful and #human experience.

As a Customer Experience People Lead, you will be responsible for leading a team of Customer Experience Specialists and Seniors who are passionate about providing these exceptional experiences for both the customer and Xero. This leadership role involves participating as a member of the global Customer Experience leadership team and being a key member of the Regional Customer Experience leadership team. You will contribute to and execute the Customer Experience (CX) strategy, objectives, and key results.

What you’ll do

1. Participate as a member of the global CX leadership team to deliver on our CX Strategy, objectives, key results, and strategic initiatives (OKRs).
2. Enhance your team's capabilities through effective ongoing development and coaching.
3. Lead a high-performance culture in your teams, celebrating success and proactively managing underperformance.
4. Ensure your teams meet workforce planning requirements in our global operating plan, including Specialist availability, leave management, and productivity goals.
5. Play a key role in change leadership, ensuring changes are well understood and adopted.
6. Provide outstanding leadership and motivation, balancing empowerment and autonomy with accountability.
7. Collaborate closely with operational support roles to ensure the team is equipped to deliver on the operating plan and support business change.
8. Engage proactively with customers based on their feedback and serve as the point of escalation for aggrieved customers requiring assistance.
9. Attract, recruit, and retain capable individuals, building on and complementing our team's diversity.

What you’ll bring with you

• Experience leading or managing a team, ideally in a customer support environment.
• Experience in accounting and/or small business is a bonus.
• Proven ability to balance individual needs with business needs.
• Ability to navigate conflict positively and proactively.
• A people and customer-driven mindset.
• Living our vision & values in decision-making, communication, activities, and behaviors.
• Leadership and coaching skills with an adaptive, collaborative style that meets individual and group needs.
• Relationship-building skills to build trust and credibility across all levels of the business.
• Excellent organization and time management skills.
• A growth mindset, embracing change and bringing others along on the journey seamlessly.