Customer Experience Team Leader

TN United Kingdom; Bristol; On-site; GBP 30,000; Full time

Job summary

An established industry player is seeking a Customer Experience Team Leader to join their Bristol office. In this pivotal role, you will support the Head of Customer Experience in building a high-performing team dedicated to delivering exceptional service. Your leadership will inspire innovation and continuous improvement, ensuring the team meets performance goals and KPIs. With a focus on fostering a positive culture and enhancing customer journeys, this position offers a unique opportunity to make a significant impact in a dynamic environment. If you are passionate about customer service and team development, this is the perfect role 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 milestones

Access to health and wellness program

Discounts and rewards through Medicash Perks

Ride to work scheme

Interest-free season ticket loans

Qualifications

• Strong communication skills, both verbal and written.
• Excellent leadership and problem-solving abilities.

Responsibilities

• Support the team to deliver high-quality customer interactions.
• Lead and mentor the team to achieve high performance.

Skills

Verbal Communication

Written Communication

Leadership Skills

Problem-Solving

Time Management

Tools

MS Office

Job description

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Customer Experience Team Leader, Bristol

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Client:

CitySprint

Location:

Bristol, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

a3a2b3fcf2da

Job Views:

3

Posted:

10.05.2025

Expiry Date:

24.06.2025

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Job Description:

Customer Experience Team Leader

Customer Experience Team Leader | Bristol | Permanent

Salary: £29,524

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

Benefits and perks:

• An impressive holiday allowance that rises with your years of service.
• Additional day off for your birthday to celebrate in style.
• Death in Service allowance to support your loved ones in tragedy.
• Enhanced Maternity and Paternity leave to spend crucial moments with your new-born.
• Complimentary day of annual leave for family milestones like graduation or first day of school.
• Access to a health and wellness program.
• Enjoy discounts and rewards through ‘Medicash Perks at Work’.
• Ride to work scheme for fitness and savings.
• Interest-free season ticket loans available after one year of service.

CitySprint aims to be the UK’s leading courier service provider, currently dominating the Same Day service market. We invest in our people, our services, and customer satisfaction, striving to be more intuitive, capable, and responsive to customer needs.

We seek a dedicated Operations Coordinator to support our growth and improvement efforts.

This is where YOU come in!

We have an exciting opportunity for a Customer Experience Team Leader at our Bristol office.

In this role, you will support the Head of Customer Experience in developing and growing the team into a Centre of Excellence. Your focus will be on maximizing team effectiveness through management, coaching, and professional development, ensuring seamless processes, activities, and performance goals.

Through inspirational leadership, you will drive high performance, foster innovation and continuous improvement, and enhance team capabilities. You will motivate, empower, and foster a strong team spirit, aligning with CitySprint’s core values and delivering outstanding customer experience.

Main responsibilities include:

• Supporting the team to deliver high-quality customer interactions across all channels, ensuring adequate resourcing, and meeting KPIs and SLAs.
• Leading, mentoring, and supporting the team to achieve high performance, setting goals, monitoring progress, coaching, and developing future talent.
• Conducting team meetings, training, and performance reviews, fostering a positive, customer-centric culture.
• Producing and maintaining walkthrough documents for all client accounts, collaborating internally to improve customer journeys, and implementing best practices for handling inquiries and issues.
• Managing escalations efficiently as the first point of contact.
• Overseeing adherence to workflow processes, such as call logging and email management within CRM systems, to ensure a 360-degree view of customers.
• Acting as the ‘Voice of the Customer’ to identify and support improvements in service, processes, and policies, supporting our goal to be best in class.

Ideal candidate qualities:

• Strong verbal and written communication skills.
• Proficiency in MS Office.
• Objectivity, troubleshooting, and solution-oriented mindset.
• Excellent leadership skills to support and develop colleagues.
• Strong problem-solving skills and attention to detail for resolving escalations.
• Effective time management to meet deadlines.

If this role sounds like you, we want to hear from you!

The successful candidate will undergo a DBS check, and conditional offers are subject to a satisfactory check.