â¨â¨Internal Opportunity â¨â¨ The Customer Experience Team Leader will be the key escalation point, leading by example, ensuring that customer concerns are handled effectively and that service delivery is proactive, data-driven, and customer-focused. Your ability to use technology to automate responses, improve communication, and streamline workflows will be critical in enhancing operational efficiency. Success in this role requires exceptional communication skills, a strong background in complaint resolution, and a proactive approach to continuous improvement. By coaching and developing your team, you will foster a culture of customer-first service excellence, ensuring that we are always there for our customers when they need us most. Key Responsibilities Team Management & Leadership Provide leadership and guidance to the team, fostering a collaborative and inclusive culture. Facilitate effective communication within the team and act as a bridge between team members and management. Conduct regular one-to-one meetings and ensure personal development plans are in place for all team members. Manage performance, including addressing absence, lateness, and other people-related issues. Performance Management Set clear performance expectations and goals for team members. Monitor and evaluate performance against key KPIs, taking corrective action as required. Ensure all KPIs are addressed at both individual and team levels. Customer Reviews & Online Communities Monitor and respond to customer reviews across platforms such as Trustpilot, Site Jabber, Google Reviews, and App Stores. Engage with customer queries and complaints on social media, ensuring prompt and effective responses. Proactively search for online discussions about Epos Now and respond accordingly. Develop and maintain a set of standard review responses for the wider team. Work with internal teams to address customer concerns highlighted in reviews and drive process improvements. Maintain and moderate the Epos Now Community, ensuring engagement and accurate responses. Manage incentives for customer reviews in collaboration with the Service Management team. Net Promoter Score (NPS) & Customer Satisfaction Own and manage the Epos Now NPS-Live Channel, ensuring the business follows the agreed process. Hold teams accountable for following up with Detractors and addressing concerns. Compile and analyse customer feedback trends to provide actionable insights. Work with internal teams to contact customers who have left negative feedback and drive resolution. Produce a monthly Voice of the Customer report summarising key themes from NPS feedback. Complaint Handling & Resolution Develop and maintain a structured complaints management process to ensure consistency and efficiency. Take ownership of all escalated complaints that cannot be resolved within the service team. Handle complaints escalated to the Executive Team and manage the complaints inbox. Oversee legal complaints, ensuring risks are mitigated and CCJs are avoided. Identify trends in recurring issues and provide feedback to relevant business leaders. Provide training and best practice guidance to Sales and Service teams on complaint handling. Drive continuous improvements in the complaints process to reduce costs, improve service, and prevent repeat issues. Quality Assurance & Reporting Ensure compliance with the complaints procedure, auditing for consistency and effectiveness. Provide feedback to managers on complaint handling quality and case note accuracy. Deliver a monthly compliance report to leadership, outlining business performance in customer service and complaint management. Track and analyse complaints by type, severity, and root cause, proposing corrective actions. Assess the financial impact of complaints on both customers and Epos Now, identifying cost-saving opportunities. ð ð Skills & Qualifications 60% or more completion of the Learning to Lead Programme Experience Salesforce Complaint Handling Birdeye or other trust site management Customer Service experience Skills Excellent Communication - can easily adapt style to suit the audience Performance Management Coaching Data Analytics Attention to Detail Salesforce reporting â¼ How to Apply - Please discuss this opportunity with your line manager ahead of your application - Check you meet the internal candidate criteria -Apply for the role with an updated CV and complete the application questions. Application Deadline: Monday 24th February 2025