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Team Lead, Customer Experience

2 weeks ago

Haywards Heath, United Kingdom The French Bedroom Company Full time

**JOB DESCRIPTION**

**JOB TITLE**: Team Lead, Customer Experience (CX)

**Who you are: The CX Team Lead**
This is a thinking and doing role. As Team Lead you lead by example, you are on the phones with customers on a daily basis, turning complaints around and inspiring the team to go the extra mile.
Your performance sets the benchmark. You nurture third party relationships to ensure every customer touchpoint is successful. You are self-sufficient and accountable for overall customer happiness, keeping the Leadership Team up to date with KPI’s. Your line manager will meet with you on a monthly and ad hoc basis to support your personal development; in addition each member of the Leadership Team is available for training and mentoring you and your team.

**Overall Job Scope**
- Accountable for ensuring that you and your team deliver first class CX; including order processing, warehousing, delivery, pre and post-customer comms, and returns.

Writing and distributing the plan for all CX holiday cover.
- Resolve any escalated customer complaints end to end, ensuring the business makes the necessary changes to the experience to retain a best-in-class Trustpilot score. Escalated complaints currently sit between 2 - 4 per week.
- Relationship management of 3PL’s ensuring they adhere to the SLA in place, reporting to the Leadership Team if service slips
- Oversee high value international orders.
- Viewing the website through a customer lens, monitor user experience and product feedback including return/exchange data, sharing findings with the wider business.
- Reallocate resource when CX volume is lower, enabling your team to assist other departments with ad-hoc tasks.
- Supply the Leadership Team with weekly stats on agreed KPI’s.
- Perform quick daily system checks to ensure all tasks are completed, and to a high standard.
- To assist the Management Team with all reasonable requests._
- Taking reasonable care for the Health and Safety of yourself and any other persons who may be affected by your acts and to co-operate with the Company in order that the employer’s duty may be fulfilled._

**Job Types**: Part-time, Full-time

**Salary**: Up to £30,000.00 per year

**Benefits**:

- Additional leave
- Employee discount
- Flexitime
- On-site parking
- Private medical insurance

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Haywards Heath: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Why do you want to work at French Bedroom?

**Experience**:

- Customer Service: 3 years (preferred)

Work Location: One location