Multichannel Customer Experience Lead

Vintage.com; Morley; On-site; GBP 30,000 - 32,000; Full time

Job summary

Vintage.com is seeking a hands-on Customer Experience Team Lead (Multichannel) to oversee a busy multichannel support operation from Trimble Offices, Morley. You’ll lead a team of Customer Experience Agents, set expectations around service quality and coach performance to deliver exceptional customer outcomes.

In this role you’ll balance people leadership with day-to-day delivery, use data to drive improvements and collaborate with other teams to enhance the end-to-end customer journey across

Qualifications

• Leadership experience in customer service or contact centre environments.
• Ability to coach and provide constructive feedback to improve performance.
• Strong communication skills and customer-focused mindset.
• Data-driven approach to identify trends, issues and improvements.

Responsibilities

• Lead Multichannel Customer Experience Agents to deliver consistent service across channels.
• Hold regular 1:1s and coaching sessions with team members to support development.
• Use quality reviews, customer feedback and performance data to guide coaching.
• Address performance, attendance and conduct issues with the People Team when needed.
• Support onboarding and development of new team members to build knowledge and confidence.
• Create an environment where team members feel able to ask questions and take ownership.

Skills

People leadership

Coaching

Performance management

Communication

Data-driven

Prioritisation

Digital systems fluency

Tools

CRM systems

Workforce management tools

Quality assurance tools

Contact-centre technology

Job description

Vintage.com is seeking a hands-on Customer Experience Team Lead (Multichannel) to oversee a busy multichannel support operation from Trimble Offices, Morley. You’ll lead a team of Customer Experience Agents, set expectations around service quality and coach performance to deliver exceptional customer outcomes.

In this role you’ll balance people leadership with day-to-day delivery, use data to drive improvements and collaborate with other teams to enhance the end-to-end customer journey across