Customer Experience Team Lead - Gateshead, United Kingdom - Hadrians Recruitment

Hadrians Recruitment

Verified Company

Gateshead, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Role:
Customer Experience Team Lead

Location:
Gateshead (Hybrid)

Training:
Hybrid role with a Gateshead Office - 100% office based for first 4 weeks induction training

Salary:
Starting salary £23,000 + benefits package (35 hour working week)

Hours:
Client operates 365 days a year between the hours of 8am and 8pm / 24 hours a day and the role will require flexible working with a working pattern of 12-hour shifts between 8am and 8pm on a basis or working a 5 days of the week (over 7 days a week).

Duration:
Permanent opportunity

Role overview:

My client is a global customer experience services provider supporting a wide range of clients in the Fintech and Financial Services industry a multi-lingual, omni channel solution to effectively resolve 1st line and 2nd line customer queries.

Based in the Northeast of England their Customer Experience teams are centric to the exceptional service offered to clients and customers.

Their clients' customers are based in the UK, Europe, US, Middle East, and Singapore, and as a team they speak an impressive 10 languages

Key responsibilities will include:

Support the Head of Customer Experience by managing the daytoday operations of the Customer Experience Team, always ensuring we are delivering a world class service via all channels.
People Management developing the team, coaching, mentoring, managing, and monitoring Team performance, handling day to day HR queries, resourcing, and recruitment (when required)
Taking ownership with escalations and complaints in an efficient and effective manner refining the process where appropriate
Ensure the team are adhering to legal and compliance procedures and regulations.
Collate management information working closely with our Head of Customer Experience to analysis data to support effective continuous improvements.
Manage technical and IT related queries working closely with the IT function.
Training the team on new updates, products, services, and IT specific changes

Key qualities & experience required include:

Experience in leading a team is essential, ideally gained within a Contact Centre environment, and demonstrable experience in ensuring that service standards are maintained.
You will be well versed in MI analysis and managing performance metrics. People management is the primary driver of this role and working closely with your team of remote workers/office based CX Advisors to overcome challenges and drive performance.
Excellent problemsolving skills
Excellent communication skills
Demonstrable experience of providing excellent customer service, especially telephone manner, and ability to effectively manage and resolve disputes.
Competent use of Microsoft Office software, particularly Excel and Outlook
Highly organised, able to prioritise and manage own & teams' workload without supervision.

Benefits:

Company events
Company pension
Gym membership
Work from home

Schedule:

Night shift

Experience:

Customer Service: 4 years (preferred)
Team Management: 2 years (preferred)

Work Location:
Hybrid remote in Gateshead

Job Types:
Full-time, Permanent

Salary:
From £23,000.00 per year

Work Location:
In person