Customer Experience & Relations Team Lead

Bailey of Bristol; West of England; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

25 days holiday

Pension scheme

Employee assistance program

Job summary

Bailey of Bristol is seeking a Customer Relationship Team Lead to supervise the Customer Relationship department and support the Head of Customer Experience in delivering on strategy and KPI targets. You will collaborate with PRIMA Operations, Bailey Product Performance, Bailey Repairs and Group Marketing to ensure excellent service standards across customer groups.

The role involves leading a small team, managing complaints and maintaining SOPs while driving process improvements to boost

Qualifications

• Experience of supporting colleagues in previous or current role.
• Experience of working in a retail environment with a high volume of SKUs.
• Experience of complaint handling.
• Experience of CRM implementation.
• Good communication skills and able to present ideas to senior stakeholders.
• Strong organisational skills and ability to manage and lead multiple projects.
• Pro-active "can do" approach which embeds a positive and results driven culture within the team.
• Experience of devising training plans and coaching techniques.

Responsibilities

• Supervisory responsibility of the Customer Experience team, including 1-2-1 meetings, absence management, training and development and workload management.
• Take ownership of PRIMA Trustpilot, CSAT and Google business review pages and actively seek to increase and/or maintain this within agreed targets as set by the Head of Customer Excellence.
• Manage Tier 1 and Tier 2 complaints in line with Departmental policy. Ensure Customer and Relationship partners are aligned on working methodologies.
• Create, update and implement Standard Operating Procedures and keep this up to date with all current and new employees.
• Constantly improve team processes to increase efficiency and time spent on tasks.

Skills

Support colleagues

Retail experience

Complaint handling

CRM implementation

Communication

Organisational skills

Pro-active approach

Training & coaching

Tools

CRM system

Job description

Bailey of Bristol is seeking a Customer Relationship Team Lead to supervise the Customer Relationship department and support the Head of Customer Experience in delivering on strategy and KPI targets. You will collaborate with PRIMA Operations, Bailey Product Performance, Bailey Repairs and Group Marketing to ensure excellent service standards across customer groups.

The role involves leading a small team, managing complaints and maintaining SOPs while driving process improvements to boost