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Customer Experience Team Leader

2 months ago

Pontypridd, Rhondda Cynon Taf, United Kingdom Transport for Wales Full time

About the Role

Transport for Wales is seeking a highly skilled and experienced Customer Experience Team Leader to join our team. As a key member of our customer-facing team, you will be responsible for leading a team of up to 15 Customer Advisors to ensure effective support to our customers.

Key Responsibilities

  • Manage a team of up to 15 Advisors by providing support, direction, and a point of escalation for queries relating to our customer-facing projects.
  • Respond to escalated customer queries through various channels to ensure the highest levels of customer satisfaction.
  • Support our contact centre's partners by being the first point of contact and providing additional training where required.
  • Provide support to the Customer Experience Team by making outbound escalation calls to provide second-line support for more complex issues.

Requirements

  • Previous experience of leading a large customer-facing team.
  • Previous experience of customer relations and resolution techniques.
  • Excellent verbal and written communication skills.
  • Ability to provide outstanding face-to-face customer service.
  • Ability to follow directions and take initiative when required.
  • Familiarity with Microsoft Office software (including Excel).
  • Ability to use new systems to interpret information and identify trends.

Welsh Language Skills

The ability to speak/write Welsh would be an asset, but it is not essential for this role. Transport for Wales supports and promotes the use of the Welsh Language by employees and will encourage them to develop, improve, and maintain their Welsh Language skills.