Customer Experience Team Leader in Royal Tunbridge Wells - CV-Library

Due to exponential growth, there is now an opportunity and a requirement for a Customer Experience Team Leader to join an award-winning global provider of software and hardware solutions in the automotive industry.

We are currently looking for a highly organised and professional Customer Service / Experience Team Leader with a proven track record in delighting Customers and driving improvements in Customer Satisfaction levels.

You will need to be a passionate, proactive, and forward-thinking leader for our Customer Experience team, with previous experience in team management.

Key Responsibilities

Your main responsibilities will include overseeing the day-to-day activities of the Customer Experience and Key Account Support teams, such as

Answering customer queries.

Offering a 360 support to our CX customers ranging from the following:

Quotations

Product advice

Order placement.

Queries

Invoicing & Credits

Order status updates.

Advise on delays.

Confirming expected delivery dates

Subscription Renewals

Account health checks.

Asset Management

Raising and managing RMAs for returns

Supporting Credit Control with resolving issues to ensure customer satisfaction and payment.

Key Skills Required

Team Leadership Experience

Development, implementation, and management of team KPI’s.

Conducting 1-2-1’s monthly.

Quarterly staff reviews & Performance Management.

Weekly team catch ups.

Weekly reporting to Customer Experience Manager.

Absence Management.

Proven ability to work under pressure in a fast-paced environment.

Problem solving attitude.

Intermediate knowledge in Word, Excel, PowerPoint and other relevant packages with fast and accurate typing skills, and a high level of grammar, spelling, and punctuation

Good communication skills (verbal and written)

Excellent telephone manner.

Confident is customer facing meetings.

Strong organisational skills with the ability to multi-task 

Knowledge of Telematics/Video Telematics industry is desirable.

Perks of the Role;

Fantastic Salary of £30,000- £35,000 *Experience-dependent

Monday-Friday only 9 am-5 pm

Hybrid working

Free parking on site

Health Assured Employee Assistance Programme (EAP)

Private Medical Insurance

25 days of holiday plus Bank Holidays

Life Assurance (x4 salary)

Pension

This role offers a genuine career opportunity for progression within the company. If you are a strategic thinker, relationship builder, and results-driven individual please apply with your CV today