Customer Experience Leader

7 days ago

Bristol, Bristol, United Kingdom Clear Choice Recruitment Full time

We are currently recruiting for a dynamic and innovative business dedicated to delivering exceptional customer experiences through cutting-edge technology and service excellence. Our customers are at the heart of everything we do, and we strive for nothing but perfection.

Due to our growth plans, we are seeking an experienced Customer Service Director to lead our small, but growing Customer Service and Retentions team at Clear Choice Recruitment.

The successful candidate will be responsible for overseeing daily operations, ensuring high levels of customer satisfaction, and driving performance within the team. This role requires excellent leadership, communication, and problem-solving skills, with a strong focus on achieving both individual and team targets.

**Key Responsibilities:**

  • Lead, coach, and mentor a team of customer service representatives to ensure high performance and deliver exceptional customer experiences.
  • Monitor team performance, providing regular feedback, conducting performance evaluations, and identifying areas for improvement to drive business growth.
  • Address and resolve any escalated customer issues, providing guidance and support to the team to maintain high standards of quality.
  • Set and track key performance indicators (KPIs) for the team, ensuring targets are met or exceeded to drive business success.
  • Analyse performance data to identify trends, areas for improvement, and training needs to enhance team performance.
  • Conduct regular team meetings to discuss performance, share updates, and foster a positive team culture that promotes collaboration and innovation.
  • Ensure the delivery of exceptional customer service by maintaining high standards of quality in every customer interaction and exceeding customer expectations.
  • Develop and implement strategies to improve customer satisfaction, retention, and loyalty, driving business growth and revenue.
  • Handle complex customer inquiries and complaints, providing timely and effective resolutions that meet customer needs.
  • Identify training needs and coordinate ongoing training and development for team members to enhance their skills and knowledge.
  • Implement procedures and processes to enhance the efficiency and effectiveness of the team, driving business success and growth.
  • Maintain accurate records of team performance, attendance, and other administrative tasks to ensure seamless operations.

**Requirements:**

  • Proven experience in a call centre environment in a Customer Service role, with a strong understanding of customer service principles and practices.
  • Excellent communication, interpersonal, and leadership skills, with the ability to work in a fast-paced environment and handle multiple tasks and priorities effectively.
  • Strong problem-solving skills, with the ability to think strategically and make decisions under pressure to drive business success.
  • A customer-focused mindset with a passion for delivering exceptional service and exceeding customer expectations.

**Benefits:**

  • Competitive salary
  • 28 days holiday (not inc. Bank holidays)
  • Pension scheme
  • On site parking

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