Customer Experience Team Leader

BMS Engineering Recruitment; Bristol; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading courier company in Bristol seeks a Customer Experience Team Leader to manage a dedicated team of executives. This role focuses on delivering exceptional customer service and fostering a performance-driven environment. Candidates should have prior management experience in customer service, along with a passion for ensuring customer satisfaction.

Benefits

Quarterly bonuses

Pension

Onsite parking

Health & wellbeing package

Shopping discounts

Life assurance

Sick pay

Birthday day off

25 days holiday + Bank Holidays

Qualifications

• Managed a customer service team or call centre previously.
• Passion for delivering excellent customer service.
• Must have a driving licence and own transport.

Responsibilities

• Manage a team of 5-7 customer experience executives.
• Oversee customer queries including bookings, complaints, and invoicing.
• Drive team performance through KPIs and foster company values.

Skills

Customer service

Leadership

Coaching

Performance management

Job description

Customer Experience Team Leader – Courier Services

Location: Bristol

• Working Monday to Friday only, no evenings, weekends or bank holidays
• Working for a leading courier company
• Lovely new and recently decorated offices
• Customer service and customer satisfaction is at the heart of their values

Role

As a Customer Experience Team Leader, you will be managing a team of 5 – 7 customer experience executives. They are responsible for dealing with customers’ queries such as arranging bookings, generic queries, claims, complaints, investigate invoice queries etc. Your key focus is to manage, coach and develop the team and manage performance through KPIs. Through inspirational leadership, you will drive high performance whilst fostering the company values which is being people focused, and people are at the heart of everything you do. This company provides courier services and specialist services to a variety of businesses such as retail, banks, financial services, hospitals, medial institutions. This is why it is imperative that the company and its employees are completely customer focused and obsessed with giving a great experience to their customers.

Requirements

• As a Customer Experience Team Leader – you will have a passion for delivering excellent customer service.
• You must have managed a customer service team or call centre previously
• Must have a driving licence and own transport

Hours – 40 Hours a week

• Monday to Friday 8-5pm or 9-6pm
• No evenings, weekends or bank holidays

Package

• £30,000 basic salary with opportunity to earn quarterly bonuses
• Pension, onsite parking, health & wellbeing package, shopping discounts, life assurance, sick pay, birthday day off, 25 days holiday + Bank Holidays

Candidate Location: Commutable to Bristol