Customer Service Team Lead – Shape Exceptional CX

CBC Resourcing Solutions; Greater London; Hybrid; GBP 40,000 - 45,000; Full time

Benefits offered by this job

Bonus and benefits

Job summary

CBC Resourcing Solutions is seeking a Customer Service Team Leader in London, offering £40,000 to £45,000 plus bonus and benefits. You will assist the COO in establishing and leading a customer service team within a new bank created by high-profile entrepreneurs.

The role focuses on driving customer experience improvements, implementing surveys, and acting as an escalation point for complaints, with the chance to shape early operations in a startup bank environment.

Qualifications

• Experience leading a customer service team.
• Experience working with the COO or senior leadership.

Responsibilities

• Obtain feedback for the customer base on the customers experience received at key touch point via various channels. Analysis and track the results creating actions plans on how to continuously improve.
• Enhance the existing programme of surveys to gain feedback from the deposits customer base at key touch points.
• Conduct call/email/letter/secure message sampling to review the customer experience.
• Be an escalation point for the department on complaints and issues.
• Respond to reviews/feedback via social media and customers experience platforms.
• Analyse customer reviews/feedback from all channels to identify themes/trends.
• Create and present action plans based on reviews/ feedback/sampling to continually improve the customer's experience.

Skills

Customer service

Team leadership

Stakeholder communication

Job description

CBC Resourcing Solutions is seeking a Customer Service Team Leader in London, offering £40,000 to £45,000 plus bonus and benefits. You will assist the COO in establishing and leading a customer service team within a new bank created by high-profile entrepreneurs.

The role focuses on driving customer experience improvements, implementing surveys, and acting as an escalation point for complaints, with the chance to shape early operations in a startup bank environment.