Customer Experience Team Leader

Citysprint UK Ltd; Bristol; On-site; GBP 30,000; Full time

Job summary

Eine dynamische und zukunftsorientierte Firma sucht einen Customer Experience Team Leader, um das Team in Bristol zu leiten. In dieser spannenden Rolle sind Sie dafür verantwortlich, die Teamleistung zu maximieren, indem Sie Coaching und Unterstützung bieten, um eine herausragende Kundenbetreuung zu gewährleisten. Durch inspirierende Führung fördern Sie eine Kultur der Innovation und kontinuierlichen Verbesserung. Wenn Sie eine Leidenschaft für Kundenservice haben und ein starkes Team aufbauen möchten, ist dies die perfekte Gelegenheit für Sie, in einem sich schnell entwickelnden Umfeld zu arbeiten.

Benefits

Impressive holiday allowance

Additional day off for your birthday

Death in Service allowance

Enhanced Maternity and Paternity leave

Complimentary day of annual leave

Health and wellness program

Medicash Perks at Work

Ride to work scheme

Interest free season ticket loans

Qualifications

• Starke verbale und schriftliche Kommunikationsfähigkeiten.
• Ausgezeichnete Führungsfähigkeiten zur Unterstützung und Entwicklung von Kollegen.

Responsibilities

• Leitung und Unterstützung des Kundenserviceteams zur Erreichung hoher Leistungen.
• Erster Ansprechpartner für das Management und die Lösung von Eskalationen.

Skills

Verbal Communication

Written Communication

Leadership Skills

Problem-Solving Skills

Time Management

Tools

MS Office

Job description

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:

• Animpressive holiday allowancethat rises in line with your years of service.
• Additional day offfor your birthday so you can celebrate in style.
• Death in Serviceallowance to ensure your loved ones are provided for in the event of tragedy.
• Spend those crucial moments with your new-born baby with ourenhanced Maternity and Paternity leave.
• Complimentary day of annual leaveto cherish unmissable family moments – could be graduation, first day of school.
• Look after your wellbeing with access to ahealth 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.
• Ourride to workscheme means you can keep fit while saving money – what’s not to like?
• Travel for cheaper withinterest freeseason 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 willsupport 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 roleare:

• 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!

Thesuccessful 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.