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Customer Experience Team Leader

2 months ago

Chilworth, Surrey, United Kingdom Hawk Brown Recruitment Full time
Customer Experience Team Leader

We are seeking a highly skilled and experienced Customer Experience Team Leader to join our team in Southampton. As a key member of our customer experience team, you will be responsible for managing a team of Customer Experience Analysts, ensuring the delivery of high-quality customer experiences, and driving business growth.

Key Responsibilities:
  • Manage a team of Customer Experience Analysts to ensure the delivery of high-quality customer experiences.
  • Conduct quality assurance of analyses produced by Customer Experience Analysts to ensure consistency and accuracy.
  • Ensure client deadlines are met and manage any issues that may arise.
  • Coach and develop new staff members to ensure they have the skills and knowledge required to excel in their roles.
  • Monitor and improve Customer Experience Analyst quality and productivity.
  • Verify and approve Customer Experience Analyst timesheets.
  • Escalate and manage any issues that may arise.
  • Respond to queries from Customer Experience Analysts and provide regular reports on project and Customer Experience Analyst progress.
  • Highlight any improvements that could be made to systems and methods of working.
  • Assist with and run quarterly calibration sessions.
  • Recruit and train new Customer Experience Analysts.
  • Produce client reporting.
Requirements:
  • Proven experience in the management and development of a team.
  • Strong interpersonal skills relating to individuals at all seniority levels both internally and externally.
  • Ability to work under pressure, use initiative, prioritize, and work to tight deadlines.
  • Proficiency in Word, Excel, and PowerPoint packages.
  • Excellent written and oral communication skills.