Main Purpose of Role You are responsible for overseeing and enhancing the customer experience strategy across all touchpoints within the organization. This role involves managing a team of CX representatives, ensuring customer satisfaction, and driving continuous improvement in customer interactions. The CX Team Leader will work closely with other departments to align customer experience initiatives with overall business objectives. Through effective management of the respective area by using excellent Communication, Motivation, Problem Solving & Coaching Skills, the Credit Applications you will: Improve Processes Improve Customer Journey Improve Efficiency Improve Staff Retention Reduce Complaints Upskill Staff Maintain and Improve Internal and external relationships Your Responsibilities Supervise, mentor, and motivate a team of customer experience representatives Allocate work across team members Own customer query from start to finish First point of contact for complaints and cancellations Manage aborted deliveries Develop and implement customer experience strategies to enhance customer satisfaction and loyalty. Analyse customer feedback, surveys, and data to identify areas for improvement. Oversee the handling of customer inquiries, complaints, and issues, ensuring timely and effective resolution. Work closely with internal stakeholders, including the Directors, Department Heads (where applicable) and wider management team. Work closely with external partners such as dealers and funders to maintain a good relationship and be confident to address any issues. Monitor and analyse targets are being achieved Monitor key performance indicators (KPIs) related to customer satisfaction, response times, and service quality. Use data-driven insights to recommend and implement improvements. Complete and record regular 121’s with all team members Report any areas of concern by following Company guidelines. Your skills: Customer Focus: A deep understanding of customer needs and a commitment to delivering an exceptional customer experience. Analytical Thinking: Ability to analyse data and customer feedback to drive strategic decisions. Empathy: The ability to understand and share the feelings of customers and team members. Collaboration: Strong ability to work cross-functionally and build relationships with other departments. Adaptability: Flexibility to adapt to changing priorities and business needs. Work Environment: This role may involve working in a fast-paced office setting or remotely, depending on company policies. Occasional travel may be required for training or industry events. What we offer: A great environment with a positive and supportive culture Career development and excellent training A competitive salary with yearly pay reviews Discretionary yearly bonus Flexible/ hybrid working Quarterly recognition awards (peer to peer voting) Company Pension scheme Employee Assistance Programme Select Car Leasing Values DRIVE – Dedication, Respect, Integrity, Value and Excellence Leading by example and demonstrating these values is key to HOW we succeed