Customer Experience Lead

1 month ago

Milton Keynes, Milton Keynes, United Kingdom Xero Full time
Customer Experience People Lead

Xero's Customer Experience Team is dedicated to providing exceptional support to our users. As a Customer Experience People Lead, you will be responsible for leading a team of Customer Experience Specialists and Seniors who are passionate about delivering outstanding customer experiences.

Key Responsibilities
  • Lead a team of Customer Experience Specialists and Seniors to deliver exceptional customer experiences
  • Collaborate with the global Customer Experience team to drive alignment and cohesiveness across our global operations
  • Coach and develop your team to achieve results, including quality, customer satisfaction, and productivity targets
  • Uplift overall capability of your team through effective ongoing development and coaching
  • Lead a high-performance culture in your team, celebrating success and proactively managing underperformance
  • Ensure your team is delivering on workforce planning requirements, including Specialist availability, leave management, and productivity targets
  • Play a key role in change leadership, ensuring changes are well understood and adopted
  • Provide outstanding leadership and motivation to your team, balancing empowerment and autonomy while ensuring accountability
  • Collaborate closely with operational supporting roles to ensure the team is equipped to deliver on the operating plan
  • Proactively engage with customers as required, advocate for our customers, and be the point of escalation for aggrieved customers
  • Actively involved in the recruitment and retention of capable individuals, building on and complementing the diversity of your team
Requirements
  • Experience leading and coaching a team in a customer support environment
  • Experience working to service levels and quality targets
  • Excellent verbal and written communication skills
  • Proven ability to balance the needs of the individual with the needs of the business
  • Proven ability to navigate areas of conflict in an open, positive, and proactive way
  • Supporting delivery of change, ideally with some experience in landing change projects
  • People, performance, and customer-driven mindset
  • Good collaboration and influencing skills
  • Demonstrates empathy and excellent communication skills
  • Coaching and active listening skills
  • Experience in accounting and/or small business is a bonus

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