Customer Experience Team Lead

2 weeks ago


Brighton, United Kingdom MPB Full time

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



  • Brighton, United Kingdom MPB Full time

    Are 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...

  • Test Team Lead

    7 days ago


    Brighton, United Kingdom Syntech Recruitment Ltd Full time

    **_Test Team Lead_** - £38-42k - Pension - 8:30am to 5pm Monday to Friday Syntech are recruiting for a talented and experienced Test Team Lead to join a well established UKAS accredited business based on the South Coast (based close to Brighton). The successful applicant will be an integral part of the senior team and will be requiredto oversee and run a...


  • Brighton, United Kingdom MPB Full time

    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...


  • Brighton, United Kingdom MPB Full time

    Do you know your way around a camera, have an interest in photography and want to use that knowledge in your day job? Do you give fantastic customer service? MPB is the largest platform for buying and selling used photography and videography equipment. We’re growing our Customer Experience team and are looking for a UK based advisor to join us our fun...


  • Brighton, United Kingdom Mitie Full time

    **Sports Ground Team Lead** The preparation and maintenance of sports playing surfaces to a high standard to include; cricket, athletics, tennis, rugby, football, ATP, and add hock events and estate duties as directed by the Grounds Manager. Maintenance duties are to include both mechanical and manual operations and will cover the broad spectrum of Sport...

  • Software Team Lead

    4 weeks ago


    Brighton, East Sussex, United Kingdom Endeavour Recruitment Solutions Full time

    Our Client is looking for a Software Team Lead with strong technical and people skills to lead a team of Software Developers. The role is based in our Clients Brighton Office and paying a salary of £50,000. You will own the development roadmap, develop project plans and resource projects, manage, mentor and coach the team, and ensure high standards of...

  • Retail Team Lead

    2 weeks ago


    Brighton, East Sussex, United Kingdom Morgan Memorial Goodwill Industries, Inc. Full time

    965 Commonwealth Ave, Boston, MA 02215, USA Req #1267 Tuesday, April 30, 2024 Join the team at Goodwill, a community based non-profit that operates stores across Massachusetts. At Goodwill, the Team Lead has an essential role in fulfilling Goodwill’s mission by coordinating day-to-day operations in the assigned store under the direction of the Store...

  • Event Team Lead

    4 weeks ago


    Brighton, East Sussex, United Kingdom Sja's West Full time

    St John Ambulance teaches people first aid so they can be the difference between life and death, and you can help us do this. As a District Events Support Lead, you will organise first aid cover for public events as diverse as football matches, concerts, the London Marathon and the village fete. Events all involve challenges in terms of getting the right...

  • Customer Assistant

    3 days ago


    Brighton, United Kingdom M&S Full time

    **All the details** **Saturday 0900-13-00** **Sunday 0900-1300** **This is a temporary vacancy** **Purpose** To deliver a great shopping experience for our customers, we are looking for colleagues who put customers before tasks every time whilst championing and promoting our brilliant products. As the face of the business, you will be the voice of our...


  • Brighton, East Sussex, United Kingdom Endeavour Recruitment Solutions Full time

    Our Client is looking for a Software Team Lead with strong technical and people skills to lead a team of Software Developers. The role is based in our Clients Brighton Office and paying a salary of £50,000. You will own the development roadmap, develop project plans and resource projects, manage, mentor and coach the team, and ensure high standards of...

  • Team Administrator

    4 weeks ago


    Brighton, United Kingdom Sussex Community NHS Foundation Trust Full time

    Community Therapy Service Brighton Team is looking for an administrator to work within the team based at Brighton General Hospital. The role will involve supporting the day-to-day delivery of the community therapy service by providing first line contact to service users and other professionals. The post holder must have good organisational and communication...

  • Charity Support Lead

    4 weeks ago


    Brighton, United Kingdom Regium Consulting Limited Full time

    We partner with over 1,000 charitable organisations across the UK to install contactless card terminals and donation webpages to collect donations. We are growing and are looking for a customer-focused individual to join our team. We are looking for someone who loves helping people and is an avid problem solver. There are plenty of opportunities to grow and...


  • Brighton, United Kingdom Pubs in Brighton Full time

    _Experienced Career-Minded Hospitality Staff _ We are looking for Experienced Career-Professionals in Hospitality to join our team in our busy Food-Led pub in central Brighton in a senior role. If you enjoy serving customers, have hospitality in your DNA, with experience and personality, have a welcoming face, can light up a room and be a smile-maker, know...

  • Global Product Lead

    4 weeks ago


    Brighton, United Kingdom Bupa Full time

    Global Product Lead Brighton BN1 4FY / London / hybrid - 1 day per week in Brighton Salary £38500 - £50000 depending on experience Permanent Full time 35 hours per week The role Fabulous opportunity for someone who’s passionate about Product Management and who loves getting under the skin of a varied portfolio. The role is focused on ensuring that...

  • Team Administrator

    7 days ago


    Brighton, United Kingdom Sussex Community NHS Foundation Trust Full time

    To report concerns regarding patients/staff to the Clinical Leads to manage risks appropriately To support, plan and coordinate local events as required by the service in relation to health promotion Explains non-clinical service information to patients and other members of the public and gives advice on administrative or other corporate procedures. Receives...

  • Team Administrator

    7 days ago


    Brighton, United Kingdom Sussex Community NHS Foundation Trust Full time

    Falls and Fracture Prevention Service in Brighton and Hove is delighted to offer this position of a part time administrator. The post holder will work within Falls and Fracture Prevention team based at Brighton General Hospital/ Briggs Unit in Brighton and will contribute to the provision of a comprehensive service to patients with history of falls and...


  • Brighton, East Sussex, United Kingdom Sja's West Full time

    St John Ambulance (SJA) teaches people first aid so they can be the difference between life and death, and you can help us do this. As a youth leader you will deliver development opportunities on behalf of SJA through one of our programmes for young people (Badgers, Cadets, Peer Education, Youth First Aid or RISE). This will involve supporting young people...


  • Brighton, United Kingdom Kaplan International Full time

    **Customer Service Advisor** **Reference number**: JR236499, JR236549 **Location**:Kaplan Living Brighton **Working pattern**: Full-Time **Contract Type**:Permanent **Number of roles**:2 **Salary**: £23,400 Per annum We are looking for a **Customer Service Advisor** to join our team. As a Customer Service Advisor, you will be primarily responsible...


  • Brighton, United Kingdom Kaplan International Full time

    **Customer Services Advisor** **Reference number**: JR237926 **Location**:Kaplan Living Brighton **Working pattern**: Full-Time, 5 days per week (Wednesday - Sunday, 9am - 5pm) **Contract Type**:Permanent **Number of roles**:1 **Salary**: £23,400 Per annum We are looking for a **Customer Services Advisor** to join our team. As a Customer Service...


  • Brighton, United Kingdom MARLOWE FIRE & SECURITY LIMITED Full time

    **Fire & Security Lead Engineer, Brighton** **Marlowe Fire and Security Group** are the UK's leading Fire & Security company. We have achieved this status due to an intense period of organic growth and acquisition, which is also reflected in our ambitious growth plans and projections. We would like to welcome a new, experienced Fire & Security Lead...