Customer Experience Team Lead

3 days ago

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

Hawk Brown Recruitment is seeking a highly skilled Customer Experience Team Leader to join their team in Southampton. As a key member of the customer experience team, you will be responsible for leading a team of Customer Experience Analysts and ensuring the delivery of high-quality customer experiences.

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 projects are delivered on time.
  • Coach and develop new staff members to ensure they have the skills and knowledge required to excel in their roles.
  • Monitor and improve the quality and productivity of Customer Experience Analysts.
  • Verify and approve Customer Experience Analyst timesheets to ensure accuracy and compliance.
  • Escalate and manage any issues that may arise, ensuring that they are resolved promptly and efficiently.
  • Respond to queries from Customer Experience Analysts in a timely and professional manner.
  • Provide regular reports on project and Customer Experience Analyst progress to stakeholders.
  • Identify areas for improvement and implement changes to systems and methods of working to ensure continuous improvement.
  • Assist with and run quarterly calibration sessions to ensure that the team is aligned and working towards common goals.
  • Recruit and train new Customer Experience Analysts to ensure that the team has the skills and knowledge required to deliver high-quality customer experiences.
  • Produce client reporting to ensure that stakeholders are informed and up-to-date on project progress.
Requirements:
  • Proven experience in the management and development of a team, with a strong track record of delivering high-quality results.
  • Strong interpersonal skills, with the ability to communicate effectively with individuals at all levels, both internally and externally.
  • Ability to work under pressure, use initiative, prioritize tasks, and work to tight deadlines.
  • Proficiency in Microsoft Office packages, including Word, Excel, and PowerPoint.
  • Excellent written and oral communication skills, with the ability to produce high-quality reports and presentations.
  • Excellent attention to detail, with a strong focus on quality and accuracy.
Desirable:
  • Previous experience of managing a remote team, with a strong track record of delivering high-quality results.
  • Proven experience in quality assurance, with a strong understanding of contact centre environments.

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