Customer Experience Team Lead London
Job description
Are you a Customer experience expert looking for a Team lead role? Please ONLY apply if you have a cat! Our client is a Direct to Consumer (D2C) Start-up who are looking to reach their next stage of investment this year and are on the search for key employees to be part of their success. This business is all-in for cats, and it shows: their energy will blow you away from day one. You'll be surrounded by knowledgeable scientists, big creative thinkers, astute business brains, and a whole team of hardcore cat parents. All on a mission to make the new standard in cat care - with a fresh take on every product in the cat industry. THE ROLE As the Customer Experience + Cat Expert Lead, you'll be the guardian of customers. You'll know truly what it means to be a hardcore cat parent. The deep love. The hard work. The (frequent) bites for your troubles. And you'll bring that spirit to your team, making sure that every time a customer calls, emails or slides into our DM's there's a Cat Expert that's excited to chat cat. In short, you'll bring out the hardcore cat parent in everyone. You'll be inspired by the DTC industry, always on the pulse of new ways to delight our hardcore cat parents, to help take our customer experience to new heights. And in everything you do, you'll love and embrace the pace here, putting your passion into your work for an audience that's booming day by day. You'll analyse trends in customer behaviour to identify areas for improvement. You'll craft training plans for new and existing team members to help them be the best Cat Expert they can be. KEY OWNERSHIP AREAS Coach, motivate and develop your team Carrying out 1-2-1's and team meetings Manage day-to-day real-time activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs Ensure training and development plans are maintained for all team members Use company methodology, team input and own initiative to drive team culture and morale Drive a performance culture amongst team members with an emphasis on self-ownership Define KPI and performance expectations, main team alignment with these consistently Keep up to date with any industry changes affecting the business and relay this knowledge back to the team Work with the management team to identify and deliver positive change and business efficiencies Notice trends in customer behaviour and identify opportunities to eliminate customer friction points WHO WE ARE LOOKING FOR: With 2+ years as a team lead or manager within a Customer Care environment Proven experience training both onboarding and continuous improvement Proven experience in customer services Excellent leadership and communication skills Strong coaching and people-development skills through call listening, quality feedback, etc. Ability to deal with customers and escalations Experience with process improvement Strong data analysis skills WHAT THEY OFFER Career-defining opportunity in being instrumental to scaling our brand, fast No egos and a small close-knit team 25 days of holiday every year plus your birthday off 4-week WFA (work from anywhere) policy 1-2 days WFH every week Discount on fresh meals Comprehensive AXA health insurance including optical and dental after probation Yearly personal development budget Company pension Office popcorn, soft drinks and all the tea and coffee you can drink, fresh fruit, great banter and a cat (and dog) friendly office For more info please contact : [email protected] Major Players are the UK's leading digital, marketing, and creative talent agency, and over the last 30 years we've consistently championed our people and communities. As a proud B Corp™, we are committed to improving diversity, equity and inclusion within the industries we service, creating impactful and sustainable change for our partners, candidates and employees. We offer equal opportunities to all candidates regardless of race, religion, gender, sexuality, disability, age, and other protected status as required by applicable law. For further information about our DE&I commitments, please visit: Major Players
