Customer Experience Team Lead
6 months ago
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 is a destination for everyone, whether you’ve just discovered your passion for visual storytelling or you’re already a pro.
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. Every piece of kit is inspected carefully by our product specialists and comes with a six-month warranty to give our customers peace of mind that buying used doesn’t mean sacrificing reliability.
MPB is supported by several world class investors, including Vitruvian Partners from London and Acton Partners from Munich. 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.
MPB customers come from all walks of life, and so do we. 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 MPB, every employee has the opportunity to make an impact and grow.
**The Opportunity**
Reporting to the regional Customer Communications Manager, you will be responsible for organising the day-to-day operations for your team of CE advisors, and be the go-to person for any questions or support they might need whilst assisting customers.
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.
**Key Responsibilities**
- 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
- Allocates CE resources to specialist roles or cases requiring additional care and attention
- Acts as second point of escalation for customers complaints and complex cases (first being Senior Advisors)
- Responsible for Regional Trustpilot reviews (public responses & investigations)
- Acts as a role model for Team Members
- Responsible for ‘Awaiting payments’ admin
- Responsible for raising tickets to Ops/Pricing, via Jira, for Regional Teams
- Performs coaching for team members where appropriate
- 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
- Collaborates closely with internal operational teams and logistics partners to expedite and escalate cases when necessary
- 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
- Supports regional Customer Communications Manager to achieve strategic team goals
**Who we are looking for...**
- Customer Experience /Service Background.
- Leadership background
- Familiar with Customer Support messaging tools and platforms
- Skilled communicator who thrives on proactively managing complex issues through to resolution.
- Highly organised with ability to prioritise and re-prioritise tasks according to level of urgency / business impact.
- Tech-savvy with the ability to navigate and troubleshoot across multiple products / platforms
**Skills & Qualifications**
- Educated to Degree level
- Leadership or Senior Advisor experience
- Experience with Training and/or Quality Assurance
- Photographic product knowledge would be an advantage
**Benefits at MPB**
For our full list of benefits, please check out our 'UK Benefits' section of the career page. Here are a few of the perks on offer here:
- 25 days annual leave + bank holidays
- 4% employer contrib
-
Customer Experience Strategist
2 weeks ago
Brighton, Brighton and Hove, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full timeAbout the RoleWe are seeking a skilled Customer Success Manager to join our team at ABR Talent, a specialist recruitment partner for start-up and scale-up SaaS businesses. The ideal candidate will have previous experience in a customer success role within the SaaS space and a well-versed approach to high touch, customer management.Key Responsibilities Manage...
-
Customer Experience Transformation Lead
13 hours ago
Brighton, Brighton and Hove, United Kingdom oilandgas Full timeWe're excited to offer an exciting opportunity to join our Operations team as a Customer Experience Transformation Lead! As a key member of our team, you'll play a vital role in shaping the customer journey and ensuring that every interaction is a positive one.In this role, you'll work closely with customers to resolve their queries and provide exceptional...
-
Customer Experience Lead
16 hours ago
Brighton, Brighton and Hove, United Kingdom The Nursery School Company Ltd Full timeThe Nursery School Company Ltd is seeking a dedicated and customer-focused individual to join their team as a key member of staff.In this role, you will be responsible for managing the admissions process, coordinating with colleagues and external stakeholders, and providing exceptional customer service to parents and families.ResponsibilitiesCoordinate...
-
Customer Experience Lead
1 month ago
Brighton, Brighton and Hove, United Kingdom urbanbubble Full timeThis Front of House Concierge position offers a competitive salary of up to £27,500 per year, making it an attractive opportunity for those looking for a stable income.Working a 4 nights on, 4 nights off shift pattern between 7pm and 7am, you will have the chance to develop your customer service skills and work closely with the team to provide an...
-
Customer Experience Manager
2 weeks ago
Brighton, Brighton and Hove, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full timeCompany OverviewABR Talent is a specialist recruitment partner that supports start-up and scale-up SaaS businesses. We're looking for an experienced professional to join our team as a Customer Success Manager.This role will be based in Brighton, with the option to work from home one or two days a week.
-
Customer Experience Advisor
7 days ago
Brighton, United Kingdom MPB Full timeAre you a creative problem solver? MPB is the leading platform for buying and selling used photography and videography equipment around the world. This is a fully remote position but you will be required to attend the Brighton office once every 8/9 weeks for team days. **Why should you work in MPB’s customer experience team?** You will be joining a...
-
Customer Experience Director
1 week ago
Brighton, Brighton and Hove, United Kingdom Octopus Energy Full timeAt Octopus Energy, we're on a mission to drive the global renewable energy revolution, and we need an experienced Customer Experience Director to help us achieve this goal. As a key member of our team, you'll be responsible for developing and implementing strategies to deliver outstanding customer experiences.About the Role:Lead a team of sales professionals...
-
Customer Experience Director
19 hours ago
Brighton, Brighton and Hove, United Kingdom qiart Full timeAbout the Company:qiart is a leading optical retailer, committed to delivering exceptional customer experiences and providing high-quality eyewear solutions. Our team is passionate about helping people see the world in a new light, and we're looking for talented individuals who share our vision.Job Summary:We're seeking a highly motivated Customer Experience...
-
Director of Customer Experience
1 week ago
Brighton, Brighton and Hove, United Kingdom Thegradcafe Full timeAbout the RoleThe Director of Customer Experience will play a pivotal role in shaping the future of our customer relationships, driving product adoption, and fostering long-term loyalty.Work together win together: As the Director of Customer Success for PeopleCloud Loyalty and Customer solutions, you will create a collaborative environment where...
-
Customer Experience Coordinator
1 month ago
Brighton, Brighton and Hove, United Kingdom The Nursery School Company Ltd Full timeThe Nursery School Company Ltd is committed to delivering exceptional customer experiences across all aspects of its operations. To achieve this goal, we seek an experienced and highly skilled professional to manage our Admissions process.The successful candidate will possess excellent customer service skills, be able to communicate effectively with parents...
-
Customer Experience Supervisor
2 weeks ago
Brighton, Brighton and Hove, United Kingdom Cineworld Cinemas Ltd Full timeDuty Manager (Hospitality)">We are seeking a highly skilled Duty Manager to join our team at Cineworld Cinemas Ltd. As a Duty Manager, you will be responsible for leading our hospitality operations, managing staff, and ensuring that every customer interaction is positive and memorable.">Key Responsibilities">">Lead by Example: Demonstrate excellent...
-
Strategic Customer Growth Lead
12 hours ago
Brighton, Brighton and Hove, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full timeAbout the RoleWe are seeking a Senior Account Development Manager to join our client's team. This role involves working closely with customers to understand their needs and provide tailored solutions.The successful candidate will have:Previous experience in a customer success role within the SaaS spaceExperience of working within a fast-paced, scaling SaaS...
-
Customer Experience Specialist
3 weeks ago
Brighton, Brighton and Hove, United Kingdom Cooks Motor Group Full timeJob SummaryWe are looking for a highly motivated and experienced Sales Representative to join our team at Cooks Motor Group. As a Sales Representative, you will be responsible for selling luxury vehicles and providing exceptional customer service to our customers.Salary: £38,000 - £48,000 per annum, depending on experience.Key AccountabilitiesMeet and...
-
Customer Experience Advisor
7 months ago
Brighton, United Kingdom MPB Full timeWe 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 is a destination for everyone, whether you’ve just discovered your passion for visual storytelling or you’re already a pro. MPB has always been committed to making...
-
Customer Experience Specialist
3 weeks ago
Brighton, Brighton and Hove, United Kingdom Cubitts KX Limited Full timeIf you're passionate about delivering exceptional customer experiences and leading a high-performing team, we'd love to hear from you! As a Customer Experience Specialist at Cubitts KX Limited, you will play a key role in driving business growth and improving store performance.About the Company:Cubitts KX Limited is a dynamic and innovative company that...
-
Customer Experience Strategist
1 day ago
Brighton, Brighton and Hove, United Kingdom Griffin Fire Full timeGriffin Fire is a leading Spa Travel Agency in Europe, with a team of 65 professionals working with over 500 top spa hotels in the UK and Ireland. Our mission is to become a household name in the travel industry, making huge waves in the market.In this role as Customer Experience Strategist, you will lead and execute our customer retention strategy, focusing...
-
Customer Experience Advisor
6 months ago
Brighton, United Kingdom MPB Full timeWe 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 is a destination for everyone, whether you’ve just discovered your passion for visual storytelling or you’re already a pro. MPB has always been committed to making...
-
Customer Service Team Lead
3 weeks ago
Brighton, Brighton and Hove, United Kingdom ABM UK Full timeAbout the JobAre you passionate about delivering exceptional customer service? Do you have a talent for leading and motivating teams? We are seeking an experienced Centre Supervisor to join our team at Churchill Square Shopping Centre in Brighton!This is a part-time permanent role, working 27 hours per week at £13.24 per hour. As a Centre Supervisor, you...
-
Customer Experience Specialist
4 weeks ago
Brighton, Brighton and Hove, United Kingdom Screwfix Direct Ltd Full timeScrewfix Direct Ltd is a leading retailer in the UK, offering a competitive salary of £18,500 - £20,000 per annum to its successful candidates.Job OverviewAs a key member of our sales team, you will be responsible for providing exceptional customer service, ensuring that every customer leaves the store feeling valued and satisfied.Main duties include...
-
Customer Experience Director
2 weeks ago
Brighton, Brighton and Hove, United Kingdom Rank Group Full timeRank Group is committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. We aim to do this by facilitating fair and equal access to our services.We're seeking a Casino Manager to join our team in Brighton, UK. This is an exciting opportunity to lead a team of professionals...