Customer Experience Team Lead - CRM & KPIs

Bailey of Bristol; Bristol; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Competitive salaries above Real Living

Enhanced Company Pension Scheme

Life Assurance

Cycle to Work

Salary advance and travel loan

25 days holiday + Bank Holidays

Employee Assistance Programme

On-site mental health support

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 strategy and KPI targets through efficient operations.

You will collaborate with PRIMA Operations, Bailey Product Performance, Bailey Repairs and Group Marketing, communicating professionally to maintain an excellent service standard for all customer groups.

Qualifications

• Experience supporting colleagues in a supervisory or coaching capacity.
• Experience in a retail environment with high SKU volume.
• Experience handling customer complaints effectively.
• Experience implementing or configuring CRM systems.
• Excellent communication when presenting ideas to stakeholders.
• Strong organisation with ability to manage multiple projects.
• Pro-active 'can do' approach and positive culture.
• Experience designing training plans and coaching techniques.

Responsibilities

• Supervise the Customer Experience team, including 1-2-1 meetings and workload management.
• Own Trustpilot, CSAT and Google reviews; meet targets set by leadership.
• Handle Tier 1/2 complaints per policy and align working methods with partners.
• Create/update SOPs and keep them current for all staff.
• Improve team processes to boost efficiency and task time.

Skills

Complaint handling

CRM implementation

Communication skills

Organisational skills

Training plan development

Team leadership

Cross-team collaboration

Pro-active attitude

Tools

CRM software

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 strategy and KPI targets through efficient operations.

You will collaborate with PRIMA Operations, Bailey Product Performance, Bailey Repairs and Group Marketing, communicating professionally to maintain an excellent service standard for all customer groups.