Senior Customer Service Specialist
1 month ago
**About MSL Global**:
MSL Global is a dynamic and growing experiential events agency committed to delivering live events to global brands. We believe in creating memorable and positive experiences that drive engagement and elevate our clients' brands at these events. We are seeking a passionate and results-driven individual to join our team as a Customer Experience Specialist.
**About the role**:
As the Customer Experience Manager, you will attend events nationally, to lead and motivate the Brand Ambassador team to consistently deliver exceptional customer service at every interaction. This role is pivotal in driving engagement and generating leads to meet client and brand objectives, it combines strategic thinking, creativity and hands-on team leadership. If you are a dynamic and analytical individual with a passion for customer-service, we want you to be a part of our team.
**Key Responsibilities**:
**Team Leadership**:
- Attend events, trade shows, and other promotional activities to set the standard and ensure that every Brand Ambassadors embodies the brand's values and messaging.
- Train, lead and motivate a top performing Brand Ambassador team to consistently deliver.
- Provide guidance, support, and mentorship to ensure the Brand Ambassadors are aligned to client brand and targets.
**Continuous Improvement**:
- Provide regular feedback and performance evaluations to the team to drive continuous improvement.
- Establish and monitor key performance indicators (KPIs) to measure the success of customer experience, engagement and lead generation.
**Stakeholder Management**:
- Build strong and positive relationships with the client to foster trust and long-term partnerships to elevate the Brand Ambassador team in line brand objectives.
- Provide regular reports to clients on the performance of brand ambassadors, highlighting key metrics and achievements.
**Qualifications**:
- Ability to work weekends, evenings or weekdays as required, by the event schedule.
- Flexibility to travel and attend live events nationally, events are located mainly in the South East and Midlands region.
- Ability to analyse data and derive actionable insights.
- Creative mindset with a passion for delivering outstanding customer experiences.
- Excellent communication and interpersonal skills.
- Proven experience in a customer-service focused role, preferably in a managerial capacity.
If you are a dynamic leader with a passion for customer service to lead and develop a high-performing Brand Ambassador team at events, please send us your CV.
**Job Types**: Full-time, Permanent
**Salary**: £30,000.00-£35,000.00 per year
**Benefits**:
- Casual dress
- Company events
- On-site parking
- Work from home
Schedule:
- Monday to Friday
- Weekend availability
**Experience**:
- customer service: 6 years (preferred)
Licence/Certification:
- Driving Licence (required)
Work Location: On the road
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