Customer Experience Team Leader

Asset Finance International; Greater London; Hybrid; GBP 40,000 - 85,000; Full time

Benefits offered by this job

Bonus

Benefits package

Job summary

Asset Finance International is seeking a driven Customer Service Team Leader in the United Kingdom to establish and lead a new team under the COO. The role focuses on enhancing customer experience through robust feedback analysis and cross-channel engagement.

Responsibilities include implementing action plans from customer insights, handling escalations, and driving process improvements to deliver exceptional service and outcomes for entrepreneurs and high-net-worth clients.

Qualifications

• Strong customer service skills and leadership experience.
• Experience leading teams and managing escalations.
• Proven ability to analyse feedback and drive improvements.

Responsibilities

• Obtain feedback from customers across channels and create action plans to improve experience.
• Enhance surveys to capture deposits customer feedback at key touchpoints.
• Conduct call/email/letter sampling to review customer experience.
• Serve as escalation point for complaints and issues within the department.
• Respond to reviews and feedback via social media and experience platforms.
• Analyse reviews/feedback to identify trends and themes.
• Develop and present action plans based on feedback to continually improve customer experience.

Skills

Customer service leadership

Team management

Communication skills

Social media monitoring

Job description

Asset Finance International is seeking a driven Customer Service Team Leader in the United Kingdom to establish and lead a new team under the COO. The role focuses on enhancing customer experience through robust feedback analysis and cross-channel engagement.

Responsibilities include implementing action plans from customer insights, handling escalations, and driving process improvements to deliver exceptional service and outcomes for entrepreneurs and high-net-worth clients.