Customer Experience Lead
24 hours ago
**Job Title:** Customer Experience Lead
We are seeking a highly experienced Customer Experience Lead to join our team at Team Jobs - Commercial. The ideal candidate will be responsible for leading the Client Support Team across the UK and Ireland, driving client retention through exceptional customer experiences.
The estimated salary for this role is £55,000 - £65,000 per annum, depending on experience.
About the Role:
- Drive client retention through exceptional customer experiences.
- Develop proactive processes for client onboarding, training, and support.
- Take ownership of customer issues, seeing problems through to resolution.
- Create and harmonise service procedures, policies, and standards.
- Maintain accurate records and document customer interactions.
- Analyse service performance and generate actionable reports.
- Recruit, mentor, and develop high-performing customer service agents.
- Stay updated on industry trends and implement best practices.
- Optimise resources to meet qualitative and quantitative targets.
Requirements:
- Proven track record as a Customer Support/Service Manager in SaaS or Business Information.
- Expertise in change management and strategic planning.
- Strong knowledge of management techniques and customer service tools.
- Awareness of emerging technologies and industry applications.
- Exceptional leadership, communication, and client-facing skills.
- Salesforce experience is highly desirable.
- Willingness to travel to offices in Newcastle, Bournemouth, and occasionally Ireland.
Benefits:
- 25 days annual leave, plus bank holidays (with the option to buy or sell up to 5 days).
- An additional day off to celebrate your birthday.
- Competitive pension contributions.
- Life assurance and income protection.
- Volunteering opportunities to give back to the community.
- Access to an employee assistance program for support when you need it.
- Cycle-to-work scheme for a greener commute.
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