Customer Experience Team Lead — Reigate Office (4 days)

SCG Corporate; Reigate; On-site; GBP 35,000 - 50,000; Full time

Job summary

A customer engagement firm in Reigate is seeking a Team Leader to manage and develop their team while ensuring outstanding customer service. The role requires proven experience in customer engagement, strong communication skills, and the ability to solve complex problems under pressure. Candidates must be present in the office 4 days a week and have at least 12 months of relevant experience. This position offers a dynamic work environment with opportunities for continuous improvement.

Qualifications

• A minimum of 12 months experience of working in Customer Engagement.
• Required to be in the Reigate office 4 days a week.

Responsibilities

• Manage, coach, and develop the team to achieve SLA’s targets and deliver outstanding service.
• Ensure all enquiries are handled promptly, professionally, and in line with company values.
• Monitor workflows, allocate resources effectively, and maintain service-level agreements (SLAs).
• Conduct regular call reviews, provide feedback, and implement improvement plans.
• Track & report team performance, identify trends, and report insights to management.
• Act as an escalation point for complex customer queries and complaints.
• Drive initiatives to enhance processes, tools, and customer satisfaction.

Skills

Proven experience in a customer service or engagement environment

Strong communication and interpersonal skills

Competent in problem-solving and decision-making abilities

Knowledge of products, services, and billing processes

Ability to work under pressure and manage competing priorities

Job description

A customer engagement firm in Reigate is seeking a Team Leader to manage and develop their team while ensuring outstanding customer service. The role requires proven experience in customer engagement, strong communication skills, and the ability to solve complex problems under pressure. Candidates must be present in the office 4 days a week and have at least 12 months of relevant experience. This position offers a dynamic work environment with opportunities for continuous improvement.