Senior Customer Experience Team Lead

Fibrus Networks Ltd; Belfast City District; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Private healthcare

Mental health support

Professional development support

Flexible working

Job summary

Fibrus Networks Ltd in the United Kingdom seeks a Customer Service Team Leader to guide a team of advisers, drive KPIs and ensure a high-quality customer experience across voice, email, chat and social channels.

You will coach, develop and manage escalations, work with the CX team to monitor quality, and support process improvements while fostering an inclusive, supportive team culture.

Qualifications

• Experience leading a contact centre or customer service team.
• Proven track record against KPIs and service levels.
• Experience coaching and developing colleagues to improve performance.
• Strong communication and interpersonal skills.
• Experience across multiple customer contact channels (voice, email, web chat, etc.).

Responsibilities

• Lead, motivate and support a team of Customer Service Advisors to achieve KPIs, service levels and quality targets.
• Monitor daily team performance and MI to identify gaps and drive improvements.
• Conduct regular 1:1s, performance reviews and coaching and provide feedback.
• Identify training needs and share best practice to ensure required skills.
• Take ownership of escalations and resolve complex queries within agreed timescales.
• Collaborate with CX and other teams to maintain high-quality customer interactions across channels.
• Support implementation of new processes and changes, ensuring team adoption.
• Promote inclusive culture and adherence to policies and procedures.
• Monitor trends in feedback and assist root cause analysis for business improvements.

Skills

Team leadership

KPI management

Coaching and development

Multichannel customer service

Excellent communication

Problem solving

Customer retention

Tools

CRM software

Job description

Fibrus Networks Ltd in the United Kingdom seeks a Customer Service Team Leader to guide a team of advisers, drive KPIs and ensure a high-quality customer experience across voice, email, chat and social channels.

You will coach, develop and manage escalations, work with the CX team to monitor quality, and support process improvements while fostering an inclusive, supportive team culture.