Customer Service / Experience Team Leader We are currently looking for a highly organised and professional Customer Service / Experience Team Leader with a proven track record in delighting Customers and driving improvements in Customer Satisfaction levels. You will need to be a passionate, proactive, and forward-thinking leader for our Customer Experience team, with previous experience in team management. This role would suit someone who has experience of working within a sales administration, customer service or contact centre environment. You will be responsible for leading your team to provide exceptional service to our customers, while being a role model of our company culture, creating a positive environment for the team. Having a quick thinking and problem-solving attitude is important in this role as there will be times you need to speak to our customers to manage expectations and keep customers informed. You will be required to guide and effectively communicate with your team to help them develop within their roles and to help them achieve their defined targets. Coaching and development are key to the success of your team and demonstratable experience is essential. Your main responsibilities will include overseeing the day-to-day activities of the Customer Experience and Key Account Support teams, such as Answering customer queries. Offering a 360 support to our CX customers ranging from the following: Quotations Product advice Order placement. Queries Invoicing & Credits Order status updates. Advise on delays. Confirming expected delivery dates Subscription Renewals Account health checks. Asset Management Raising and managing RMAs for returns Supporting Credit Control with resolving issues to ensure customer satisfaction and payment. Additionally, you will have the opportunity to contribute to other tasks within cross functioning teams. You will work closely with the Sales, Finance teams and Asset Management teams. You will have experience in dealing with a broad range of performance management and challenging people issues, all the time demonstrating great leadership skills and drive team performance to achieve all Service Levels You will report into the Customer Experience Manager. Skills/Qualifications Needed: Team Leadership Experience (2 years’ experience minimum) Development, implementation, and management of team KPI’s. Conducting 1-2-1’s monthly. Quarterly staff reviews & Performance Management. Weekly team catch ups. Weekly reporting to Customer Experience Manager. Absence Management. Proven ability to work under pressure in a fast-paced environment. Problem solving attitude. Intermediate knowledge in Word, Excel, PowerPoint and other relevant packages with fast and accurate typing skills, and a high level of grammar, spelling, and punctuation Good communication skills (verbal and written) Excellent telephone manner. Confident is customer facing meetings. Strong organisational skills with the ability to multi-task Knowledge of Telematics/Video Telematics industry is desirable.