Customer Experience Team Lead

1 week ago

London, Greater London, United Kingdom Katkin Full time
About the Role

We are seeking a highly skilled Customer Experience Team Lead to join our team at KatKin. As a key member of our customer experience team, you will be responsible for executing the vision and strategy for KatKin's end-to-end customer experience.

You will manage a team of 8-10 Cat Experts, leading ad hoc projects to enhance efficiency and service quality, all with an obsessive focus on a customer-first approach.

Key Responsibilities
  • Team Coaching & Development: Coach, motivate, and develop your team through regular one-on-ones and team meetings to ensure continuous growth.
  • Operational Management: Oversee day-to-day activities, prioritising and assessing risks within existing processes to achieve service level agreements (SLAs).
  • Performance Culture: Foster a performance-driven culture with an emphasis on self-ownership among team members.
  • KPI Definition: Implement and monitor established KPIs and performance expectations set by senior management, ensuring alignment with overall business goals.
  • Customer Support Leadership: Serve as a subject matter expert and first line of defence in troubleshooting operational issues, escalating as necessary and collaborating with relevant teams to ensure customers receive top-notch support and satisfaction.
  • Customer Growth Initiatives: Shift the team's mindset to prioritise customer growth by encouraging a proactive approach to outbound initiatives that enhance engagement and satisfaction.
  • Industry Awareness: Continuously gather insights from the pet care, customer experience, and startup sectors to understand best practices, sharing this knowledge with the team to enhance strategies and decision-making.
  • Positive Change: Collaborate with management to identify and implement positive changes and efficiencies within the Customer Experience team.
Requirements
  • Team Leadership: You have a minimum of 1-2 years of experience managing a Customer Experience or Customer Care team, driving performance, and fostering growth.
  • Training & Development: Proven ability to deliver effective onboarding and continuous training programs, ensuring team improvement and success.
  • Performance & KPI Management: Experienced in setting and maintaining KPIs, consistently driving your team to meet or exceed productivity and quality standards.
  • Analytical & Process-Oriented: You have strong analytical skills, using data to identify patterns, solve problems, and make informed decisions.
  • Customer-Centric: You demonstrate strong emotional intelligence and a customer-first mindset, always striving for solutions that prioritise customer satisfaction.
  • Prioritisation & Time Management: You understand the importance and urgency of tasks at hand, working collaboratively with fellow leads to achieve all your goals on time.
  • Tech & AI Savvy: You embrace technological and AI advancements to improve team performance and operational effectiveness.
What We Offer
  • Competitive Package: Competitive salary, AXA Health Insurance, including optical and dental coverage, Annual personal development budget, Company-contributed pension.
  • Culture and Perks: A small, close-knit team with no egos, 33 days of holiday each year (inclusive of bank holidays) plus your birthday off, 4-week Work From Anywhere (WFA) policy, 12-week maternity/paternity leave policy, Up to 2 days WFH (Work From Home) every week, Discount on KatKin fresh meals, Cat (and dog) friendly office.

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