Customer Experience Team Leader

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

Job summary

An established industry player in courier services is seeking a Customer Experience Team Leader to inspire and manage a dedicated team. This role focuses on delivering exceptional customer service while overseeing team performance and development. With a strong emphasis on customer satisfaction, you will lead a group that handles various customer queries and complaints, ensuring a seamless experience. The company offers a supportive work environment with a range of benefits, including a competitive salary and opportunities for bonuses. If you are passionate about customer service and leadership, this role is an exciting opportunity to make a significant impact.

Benefits

Pension

Onsite parking

Health & wellbeing package

Shopping discounts

Life assurance

Sick pay

Birthday day off

25 days holiday + Bank Holidays

Qualifications

• Experience managing a customer service team or call center.
• Passion for delivering excellent customer service.

Responsibilities

• Manage and coach a team of 5-7 customer experience executives.
• Drive performance through KPIs and foster company values.

Skills

Customer Service Management

Team Leadership

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