Customer Experience Leader

1 day ago


Leicester, Leicester, United Kingdom Hastings Direct Full time
Key Responsibilities:

The ideal candidate will be responsible for overseeing the contact centre team, ensuring seamless customer interactions and driving business growth. Key responsibilities include building a culture of excellence, providing clear guidance, and recognizing achievements.

A strong focus on first-time call resolution is essential, with a champion role in demonstrating effective listening, problem-solving, and ownership.

Hybrid working allows flexibility, with one day per week in the office and remote work for the rest of the time. Training takes place in the office for the first four weeks, followed by hybrid working.

Salary and Benefits:

The salary range for this position is £30,000 - £35,000 per annum, depending on experience. Additional benefits include up to 5% annual discretionary bonus, pension match up to 10% of salary, and life insurance (4 x base salary).

Requirements:
  • Prioritizing workload and meeting deadlines
  • Effective communication and stakeholder management
  • Interpreting MI and data for performance improvement
  • Supporting remote teams

A passion for people development, leadership, and coaching is essential, along with proficiency in Microsoft Office and ability to thrive in a fast-paced environment.



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