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AMJ Recruitment are recruiting for one of our prestigious clients based in Nuneaton, for a Customer Experience/Performance Team Leader to join their growing team.

Term - Permanent

Salary - £28000 - £30000 per annum (DOE)

Working Hours - Day Shift (Monday - Friday) - 35.25 hours per week.

Start Date - ASAP

Job Overview:

An opportunity has arisen for a Customer Experience Performance Leader who can lead, support, and improve performance.

Candidates must have first class customer experience, exceptional people skills as the role involves communicating with the internal and external team to drive performance, analyze data, along with providing suggestions and creating plans to deliver all department KPIs supporting the overall business goals, objectives, and values.

Duties Include:

Oversee the day-to-day CX operations ensuring a dynamic, and efficient contact centre delivering best in class service.
Supporting the CX Team whilst working closely with CX Team Leaders and Managers
Monitoring and driving daily performance to exceed KPIs.
Collaborate with internal operational teams to ensure CX teams and customers are provided with essential information in a timely manner.
Setting department KPIs and SLAs working along the Managers
Managing the daily workflows and multichannel, e.g. email, phone, Teams and live chat and engineers diaries.
Using real time analytics, reporting and dashboards to ensure adequate resourcing within teams to meet the customer demand.
Conduct daily huddles to set agenda for the day. Weekly progress meetings with team leaders to assess performance and highlight any gaps in service.
Process mapping the end-to-end customer journey to ensure that each touchpoint across the customer journey is engaging and efficient.
Develop campaigns to increase Trustpilot, Feefo and NPS scores to increase brand awareness and increase customer satisfaction and loyalty.
Optimize current systems such as Ring Central and Eagle to better support/organize the service desk channels and growing customer needs.
Ensure internal process are followed e.g. recruitment, absences, sickness, overtime, RTWs and PDPs completed in line with company policies.
Deliver departmental budget targets through monitoring spend.
Support building a culture of continuous service improvement and learning by utilising the feedback of changing customer requirements.
Support, monitor and drive the performance of the CX team (internal & External)
Analyze data to improve performance and customer experience.
Ensure compliance is implemented i.e. customer greeting, email templates etc
To provide suggestions and create plans to increase performance via promotions / text alerts to ensure the internal and external team are working to their full potential.
Coach and encourage the team to optimize performance.

The successful candidate will need:

Call centre background
Delivering targets/budgets
Exceptional computer skills
Exceptional people skills
Good time management
Attention to detail
Affective communication
Coaching and Mentoring experience

Benefits Include:

- Great working conditions
- A subsidized Staff Restaurant
- 5 weeks holiday + additional bank holidays
- Free life assurance
- Contributory pension scheme
- On-Site parking
- Brilliant progression opportunities within a Global Business.

To apply, please send your CV and a member of the AMJ Recruitment Team will be in touch to discuss next steps