The Role
Your role will be to lead the Customer Satisfaction Team, be the point of escalation for complaints/ everyday queries, take responsibility for team training and ensure that we are responding to all customers in a timely manner.
You will be given autonomy to make business decisions in order to get the right outcome for our customers and ensure retention whilst working alongside all areas of the business to go over best practices and improve the customer experience.
Responsibilities
* Lead, support and motivate a team of Customer Satisfaction Specialists to deliver outstanding service and meet performance targets
* Allocate daily workload and manage team resources to ensure coverage across all support channels and within SLAs
* Act as first point of escalation for complex or high-priority customer issues, taking ownership through to resolution
* Provide cover for the Customer Satisfaction Manager during periods of absence, ensuring continuity of service and team leadership
* Offer support, guidance and coaching to colleagues across the wider team to help foster a collaborative and customer-focused environment
* Deliver ongoing training and development to team members to build knowledge, skills and confidence
* Communicate updates, process changes and business developments effectively to the team
* Seek and implement ways to improve the customer experience and challenge processes that may cause friction in the customer journey
* Regularly gather and share feedback from the team to support continuous improvement
* Work closely with the Engineering team to escalate technical enquiries and drive best practice
* Monitor and maintain service standards, ensuring all customer queries are responded to within agreed SLAs
* Work towards personal and team goals, demonstrating a proactive and growth-oriented mindset
Essential/Desirable Skills
* Proven experience in a customer service or customer satisfaction environment, ideally in a supervisory or leadership role
* Strong organisational skills with the ability to allocate and manage workload across a team
* Confident decision-maker with the ability to remain calm under pressure and resolve issues efficiently
* Excellent communication skills – written and verbal – with the ability to explain complex issues clearly and diplomatically
* Experience handling escalated customer queries and complaints to resolution
* Ability to motivate, support and coach team members to improve performance and develop skills
* Comfortable working autonomously and providing leadership cover in the absence of the manager
* A proactive, solutions-focused mindset with a commitment to continuous improvement
Job Type
Full time, Permanent
Working Days/Hours
4-day working week, 34Hrs, Monday to Friday, Rotating shift pattern
Location
Please note this is a hybrid position. Regular travel to our Huddersfield site required with remote-working available.
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