Customer Experience Team Leader

CitySprint; Bristol; On-site; GBP 30,000; Full time

Job summary

An established industry player is seeking a Customer Experience Team Leader to enhance team effectiveness and deliver exceptional customer service. This role involves direct management, coaching, and professional development, ensuring seamless execution of processes and performance goals. The ideal candidate will inspire high performance and foster a culture of innovation within a dynamic team. With a strong focus on customer satisfaction, you will drive improvements and uphold the company's core values. If you are passionate about leading a team to success, this opportunity is perfect for you.

Benefits

Impressive holiday allowance

Additional day off for birthday

Death in Service allowance

Enhanced Maternity and Paternity leave

Complimentary day of annual leave for family moments

Health and wellness program

High-street discounts and rewards

Ride to work scheme

Interest-free season ticket loans

Qualifications

• Strong verbal & written communication skills.
• Excellent leadership skills to support and develop colleagues.
• Demonstrates effective time management skills.

Responsibilities

• Support team to deliver high-quality customer interactions across all channels.
• Lead and mentor the customer experience team to achieve high performance.
• Manage escalations and ensure adherence to workflow processes.

Skills

Verbal Communication

Written Communication

Problem-Solving

Leadership

Time Management

Tools

MS Office

Job description

Join to apply for the Customer Experience Team Leader role at CitySprint

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Join to apply for the Customer Experience Team Leader role at CitySprint

Customer Experience Team Leader | Bristol | Permanent

Salary: £29,524

Hours: Monday to Friday either 8 am to 5 pm/ 9 am to 6pm.

Benefits and perks:

• An impressive holiday allowance that rises in line with your years of service.
• Additional day off for your birthday so you can celebrate in style.
• Death in Service allowance to ensure your loved ones are provided for in the event of tragedy.
• Spend those crucial moments with your new-born baby with our enhanced Maternity and Paternity leave.
• Complimentary day of annual leave to cherish unmissable family moments – could be graduation, first day of school.
• Look after your wellbeing with access to a health and wellness program.
• Make the most of ‘Medicash Perks at Work’ – a tool for CitySprint colleagues to enjoy a variety of high-street discounts and rewards.
• Our ride to work scheme means you can keep fit while saving money – what’s not to like?
• Travel for cheaper with interest free season ticket loans (available after a years’ service).
  
  
  

CitySprint is on a Fast track to become the UK’s leading courier services provider, with current market domination of the Same day service areas already.

Through regular investment in our people, our service offering and our customer proposition, we are paving the way for courier services to be more intuitive, more capable, and more responsive to our customers’ needs than ever before!

Being this awesome takes a lot of hard work and commitment to our company values and vision. So naturally we need to secure top-notch Operations Coordinator to ensure we continue growing and improving every day.

This is where YOU come in!

CitySprint have an exciting opportunity for a Customer Experience Team Leader in Bristol office.

As a Customer Experience Team Leader you will support the Head of Customer Experience in developing and growing the team into a Centre of Excellence. This role focuses on maximising team effectiveness through direct management, coaching, and professional development while ensuring the seamless execution of processes, activities, and performance goals.

Through inspirational leadership, the role will drive high performance, foster a culture of innovation and continuous improvement, and enhance the team’s overall capabilities. Additionally, it is responsible for motivating, empowering, and fostering a strong team spirit, ensuring alignment with CitySprint’s core values while delivering an outstanding customer experience.

The main responsibilities within the Customer Experience Team Leader role are:

• Supporting the team to deliver high-quality customer interactions across all channels. Ensuring the team is adequately resourced while consistently meeting KPIs and service SLAs.
• Lead, mentor, and support the customer experience team to achieve high performance. Set clear goals, monitor progress, and provide coaching to colleagues. Identify and develop future talent.
• Conduct regular team meetings, training sessions, and performance reviews. Foster a positive and customer-centric work culture.
• Produce and maintain clear and concise walkthrough documents for all client accounts managed by the team. Collaborate with internal teams to improve customer journeys and reduce friction points and implement and enforce best practices for handling customer enquiries and issues.
• First point of contact for managing and resolving escalations efficiently.
• Oversee adherence to workflow processes, such as call logging and email-to-case management within our CRM systems to ensure we have a full 360-degree view of our customers.
• Act as a champion as the ‘Voice of the Customer’, support with identifying improvements in service, process and policies to support our overall business strategy as being best in class.
  
  
  

The ideal candidate will demonstrate the following:

• Strong verbal & written communication skills.
• Fill understanding of MS Office.
• Remains objective, actively troubleshoots and pursues solutions when issues/problems occur.
• Excellent leadership skills, with the ability to support and develop colleague.
• Demonstrates strong problem-solving skills and attention to detail, ensuring effective resolution of escalated issues.
• Demonstrates effective time management skills and meets deadlines.
  
  
  

If this Customer Experience Team Leader role sounds like you, we really want to hear from you!

The successful candidate will be required to undergo a DBS check as part of the recruitment process. Conditional job offers are subject to a satisfactory DBS check.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Transportation, Logistics, Supply Chain and Storage

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