Team Manager
2 weeks ago
Customer Experience · Brighton · Fully Remote
Customer Experience Team Lead
We are MPB, the world’s largest online platform for used photography and videography equipment. Our platform transforms the way that people buy, sell and trade in photo and video kit. MPB has always been committed to making kit more accessible and affordable, and helping to visualise a more sustainable future. We recirculate more than 500,000 items of used kit every year, extending the life and creative potential of photo and video equipment for creators around the world.
Headquartered in the creative communities of Brighton, Brooklyn and Berlin, the MPB team includes trained camera experts and seasoned photographers and videographers who bring their passion to work every day to deliver outstanding service. As a growth business, MPB has been listed several times in both The Sunday Times Tech Track 100 and the FT1000 list of the Europe’s fastest growing businesses.
You’ll be working in a highly collaborative, cross-functional environment that includes local and global teams. We recognise the benefit of inclusive practices to better build a diverse community here at MPB. Our commitment to ensuring inclusion fuels and connects us as one with the diverse community of visual storytellers that we serve.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of family makeup, race, sexuality, religion, gender identity, disability or age. At the heart of the Customer Experience Team, our Team Leaders are subject matter experts on all systems, operational workflows and policies related to the customer journey at MPB.
You will monitor the daily performance across multiple contact channels, and collaborate closely with our internal fulfilment teams to ensure that all orders and customer enquiries are processed as efficiently as possible. You will resolve complaints and perform quality assurance checks on your team's interactions with our customers to ensure service excellence. Manages the day-to-day operations of their respective regional CE Team, organising daily rota’s, lunch and break times and ensuring adequate coverage across contact channels
Actively monitors Aircall and Intercom contact volumes and makes tactical resource management decisions when necessary
Acts as second point of escalation for customers complaints and complex cases (first being Senior Advisors)
Performs Daily Quality Assurance checks on Customer Contact across all platforms
Works with regional Customer Communications Manager to tailor specific and individual performance plans for team members
Facilitates CE training for new starters and ongoing technical training where required
Flags internal/external Help Centre knowledge content for review and updates
Stays up-to-date with MPB inventory product knowledge
Customer Experience /Service Background.
Leadership or Senior Advisor experience
Experience with Training and/or Quality Assurance
25 days annual leave + bank holidays
~4% employer contributory pension scheme
~ Access to EAP with a range of employee discounts
~ Dog friendly workplace.
~ Bespoke Learning Management System - the MPB 'Learning Lab' with access to thousands of free courses to upskill in any areas you'd like; Starting in the UK in 2011, we have grown to 450+ people and have offices in the creative hubs of Brighton, Brooklyn and Berlin.
Customer Experience · Brighton · Fully Remote
Customer Experience Team Lead
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