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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

At Transport for Wales, we're seeking an experienced Customer Experience Team Leader to join our team. As a key member of our customer-facing team, you'll be responsible for leading a team of up to 15 Customer Advisors to deliver exceptional customer service and support to our contact centre.

Key Responsibilities

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

Requirements

  • Previous experience of leading a large customer-facing team.
  • Proven 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's not essential for this role. Transport for Wales supports and promotes the use of the Welsh Language by employees and encourages them to develop and improve their skills.