Customer Service Team Lead - Nights

Xplor Technologies; Newcastle upon Tyne; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Paid Parental Leave

#GiveBackDays/Volunteer days

Diversity & Inclusion initiatives

Free mental health support

Flexible working arrangements

Job summary

Xplor Technologies in Newcastle is seeking a Customer Service Team Lead to guide a regional Contact Support Advisors team, provide coaching, and align work to deliver outstanding consumer experiences.

Reporting to the Senior Manager, Customer Service, the role focuses on performance management, onboarding, and driving improvements through KPIs and quality reviews. This is a full-time on-site role in Newcastle, aligned with our values and growth plans.

Qualifications

• Experience leading a team of support advisors.
• Strong communication and escalation skills.
• Knowledge of Data Protection Act and procedures.

Responsibilities

• Provide coaching, support and guidance to Contact Support Advisors.
• Escalation point for concerns raised by Advisors and customers.
• Contribute to internal communications flow from other departments.
• Supervise and ensure adherence to company standards and policies.
• Set goals for team members to support annual performance assessments.
• Provide infrastructure to improve quality of consumer service performance.
• Manage team KPIs, performance management and reporting.
• Conduct call quality reviews and provide feedback for continuous improvement.
• Represent the voice of the consumer to reflect satisfaction levels.
• Ensure onboarding and offboarding processes are robust for the team.

Skills

Coaching

Leadership

KPI management

Data protection

Job description

Xplor Technologies powers the experiences at the heart of everyday life. Through modern vertical software, embedded payments, and AI-powered capabilities, we help businesses in fitness, recreation, golf and club, field services, laundry, education, and other membership-based and service-based industries simplify operations, uncover insights, and elevate customer and member experiences.

About the opportunity

Our support team is critical to our success as a global business, and we strive to be role models for our customers. They are the first point of contact for our consumers and the voice of our trusted brand.

We're seeking a Customer Service Team Lead in Newcastle who is looking to take the next step in their career at Xplor.

Reporting to the Senior Manager, Customer Service, you'll be responsible for leading a regional team of Contact Support Advisors. You will provide leadership, management, and guidance, while effectively delegating and aligning core work to the team, overseeing their performance, and supporting individual and team development.

Job Description

Some of your responsibilities include:

• Provide assistance, support and coaching to Contact Support Advisors
• Be an escalation point for concerns raised by Advisors and consumers
• Contribute to the flow of internal communications to your teams from all internal departments
• Provide supervision and support to ensure all company standards and policies are adhered to and maintained
• Set goals for team members as required to support annual performance assessments
• Provide a support infrastructure to improve the quality of performance and improve the consumer experience
• Responsible for the management of team key performance indicators (KPIs), overseeing performance management, and reporting on team performance.
• Conduct call quality reviews with team members, providing feedback to ensure continuous improvement of consumer services, being aware of trends and escalating where required
• Responsible for team delivery of ‘voice of the consumer’ to obtain and reflect consumer levels of satisfaction
• Remain up to date with relevant Data Protection Act/s and procedures, ensuring the team adhere to company procedures.
• To ensure robust onboarding and offboarding processes are completed to support your team’s employee experience.

What would make me a good candidate?

This role is for someone who is motivated by helping others and wants to bring out the best in our Customer Support team.

Values and Life at Xplor

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• Paid Parental Leave benefit programs
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [e-mail].

More about us

More than 130,000 businesses in 72+ countries rely on Xplor to run their day and get paid, processing over $47 billion in payments annually. Our connected ecosystem helps operators spend less time managing complexity and more time delivering the experiences that matter most.

Good to know

To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.

To learn more about us and our products, please visit xplor.com/careers/.

We also invite you to check out our Candidate FAQs for more information about our recruitment process at xplor.com/recruitment-faqs/.

EEO and Artificial Intelligence

We believe in transparent hiring. We use an applicant tracking system that includes artificial intelligence-enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking. These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.

Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. We encourage applications from all sectors of the community.

We make it a priority to respond to every applicant.