Employee Experience Centre Team Leader

Benifex; Southampton; Hybrid; GBP 29,000 - 32,000; Full time

Job summary

Benifex is seeking a passionate Team Leader to drive exceptional customer experiences. This role involves leading a customer service team, supporting agents, overseeing productivity, and managing escalations. Ideal candidates should have leadership experience and a commitment to employee satisfaction.

Benefits

Flexible work arrangements

25 days holiday plus bank holidays

Healthcare cash plan

Referral bonuses

Enhanced parental leave package

£50 monthly allowance

Qualifications

• Minimum 1 year experience working in EXC.
• Passionate about delivering exceptional employee experiences.
• Experience in Performance Management.

Responsibilities

• Lead and support a customer service team.
• Manage team productivity to achieve SLAs.
• Deal with escalations, queries, and complaints.

Skills

Leadership

Communication

Organisational

Problem-Solving

Critical Thinking

Job description

Who are Benifex?

We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the world. We believe that everyone deserves an exceptional experience at work, every day, and build workplace technology that makes this happen. Benifex’s mission is to build remarkable experiences that employees love. Today Benifex supports more than five million employees in over 3,000 organisations across more than 100 countries. To help us on our quest to be the best, we need brilliant people on board and that’s where you come in.

Why should you apply?

• Progression:Clear progression path with support to develop your leadership skills
• Impact:You'll be given the tools to create an amazing culture in a team that play a key role in delivering an exceptional level of customer experience
• Awards:Our EXC team are dedicated to ensuring we can continue to be an award-winning function and drive achievement across the department
  
• Top 10 Employer, Sunday Times Best Places to Work Awards
• Finalist for Best Contact Centre Culture, UK National Contact Centre Awards
• Work for a profitable, fast-growing market leader in the online reward and benefits space

**Please note we are unable to offer visa sponsorship and require to people to be based in the UK for this position**

Great benefits:

£29,000-32,000

Flexible work – choose a working setup that works for you, our only ask is to see you up to three times a month in the office and you must be based in the UK or Ireland.

Full access to our comprehensive benefits package, including discounts from hundreds of high street brands, salary sacrifice schemes across Finance, Health, Tech, and more

️ 25 days holiday plus your local bank holidays

Your birthday off

️ Two half day wellbeing days

???? Healthcare cash plan to cover the costs of day-to-day healthcare

Employee Assistance Plan 24/7 365 support

Income Protection (75%) and life assurance (4x salary)

Referral bonuses

Enhanced parental leave package - 26 weeks fully paid maternity leave and 4 weeks fully paid paternity leave

️ Work from Anywhere policy for 90 days

️ Buy and Sell scheme for holidays

£50 monthly allowance to spend on whatever takes your fancy, your very own Benifex card will be topped up at the start of each month!

Role Overview

This a key role in ensuring that the employees of our customers receive engaging, solution focused responses and outcomes whenever they require assistance.

The role will involve leading an effective customer service team by organising, motivating and developing a mixed team of Specialists (1^st Response) and Case Specialists (Complex Cases).

Your team will provide class leading customer service to a wide range of customers on a day to day basis.You will be expected to deliver against key KPI’s covering Phone and Written Conversation response times, team productivity, customer satisfaction and complex case resolution.

The role requires organisation, proactivity, complaint resolution and problem-solving skills in the approach to resolving complex cases, as well as the ability to manage resources and achieve written and phone based response SLA’s.Effective leadership and stakeholder management skills are essential for this role.

Responsibilities

• Develop and support agents through dedicated 1-2-1 and development meetings.
• Act as a Product, System and Customer expert to support the EXC team and wider business.
• Deal with escalations, queries, and complaints.
• Organise and conduct new starter training.
• Provide compassionate and empathetic support to team members.
• Manage team productivity to achieve SLA’s.
• Help the team deliver outstanding customer journeys by delivering training, coaching and QA feedback.
• Manage behaviours and performance in line with Benifex HR process.
• Manage resource through scheduling rota’s, organising enrolment dates and accommodating holiday requests.
• Provide input to the Knowledge Management Team.
• Support teams such as Data Services, Consultancy, Customer Success and Product Support to improve processes and provide quicker more effective journeys.
• Provide management reports where required (CSAT, performance, resource planning)
• Assist with all other reasonable ad hoc requests from management team.

What are we looking for?

• Minimum 1 years experience working in EXC.
• An inspiring leaderwho is passionateabout delivering exceptional employee experiences. We're looking for someone to be a role model and ambassador for Benifex values.
  
• Be a supportive and insightful coach to develop your team
• Have excellent organisational skills and theability to work with other team leaders to make sure resource and tasks are organised efficiently
• Can communicate clearly and actively listen
• Able to think critically toreview complex journeys and issues and develop better methods of working,
• Experience in Performance Management: Know how tochallenge and support your team in delivering class leading results
• Able toempathiseand understand their team and our customer employees
• Eager to learn and self aware
• While this role will be worked predominantly on a remote or hybrid basis, we are looking for someone who is able to attend the Southampton office up to three times a month.

Even if you don't meet all of the requirements for this role, we encourage you to apply! We are looking for talented and passionate individuals who are eager to learn and grow. We also offer a variety of other roles, so please check out our careers page to see if there is something else that might be a good fit for you.

Our interview process

Benifex understands the need to have a fast and efficient process, the below will all be completed in the shortest time possible.

Initial informal call with the Talent team

Online tests in numeracy and logical reasoning

Interview with the hiring manager and a member of the team

Final interview with the Director

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We believe that diversity and inclusion are essential to our success, and we are proud to be an equal opportunity employer.

We are a proud member of the Disability Confident employer scheme.

If you require any reasonable adjustments at any stage during the recruitment process, please let us know with your application.