Customer Service Team Lead Nights

Xplor Education; Newcastle upon Tyne; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Paid Parental Leave

Volunteer days

Diversity & Inclusion initiatives

Mental health support

Flexible working arrangements

Job summary

Xplor in Newcastle is seeking a Customer Service Team Lead to manage a regional team of Contact Support Advisors. You will provide leadership, coaching and guidance, delegate core work, oversee performance, and support development across your team.

The role focuses on maintaining high standards of customer service, driving improvements, and ensuring adherence to data protection procedures. A strong background in call centre operations and people management is essential.

Qualifications

• Proven ability to prioritise and manage workload for self and a team to meet deadlines and metrics
• Background in Call Centre Operations preferred
• Demonstrated people management skills with a track record of developing others
• Ability to build strong relationships with consumers, customers and internal colleagues
• Experience in a consumer services or credit control environment is a plus
• Able to identify problems and provide effective solutions
• Capable of leading and motivating a team to deliver exceptional service
• Self-motivated with a drive to achieve personal goals
• A team player who can support beyond core duties
• Aligns with company values and behaves professionally

Responsibilities

• Provide coaching and support to Contact Support Advisors
• Serve as escalation point for concerns
• Contribute to internal communications flow to teams
• Supervise and ensure adherence to company standards and policies
• Set goals to support annual performance assessments
• Support infrastructure to improve consumer experience
• Manage team KPIs, performance management, and reporting
• Conduct call quality reviews and provide feedback for improvement
• Represent the voice of the consumer to reflect satisfaction
• Ensure onboarding and offboarding processes are robust and supportive

Skills

Prioritisation

Workload management

People management

Team leadership

Customer service

Communication

Relationship building

Problem solving

Motivation & coaching

Flexibility

Education

Call Centre Operations experience

Job description

Company Description

About Us:

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love.

We are unified by our purpose of helping people to succees. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

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.

Qualifications

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.

Required qualifications for this role:

• Proficient ability to prioritise and manage workload effectively, for self and a team, to meet specified deadlines and performance metrics
• Previous background in a Call Centre Operations
• Demonstrable and effective people management skills, with a track record of professionally developing others
• Able to create and maintain strong working relationships with consumers, customers, external suppliers and internal colleagues
• Demonstrable experience in a consumer services or credit control role and environment
• Effective at identifying problems and providing appropriate solutions
• Ability to lead and motivate a team in exceptional consumer service and delivery
• Proactive, self-motivated learner with a strong drive to achieve personal goals
• You’re a true team player who is willing to support outside of your normal day to day
• You align with our four core values and you’re simply a good human

Additional Information

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 hr@Xplo.

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.

Xplor is backed by world-class investors Advent International, Battery Ventures, and Silver Lake.

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 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. Applications are encouraged from all sectors of the community.

We make it a priority to respond to every applicant.