Customer Experience Team Leader Basingstoke, England
Job description
We’re VIVID! –We offer a vibrant, friendly, inclusive culture that supports and develops the best people!
Delivering a great customer experience is one of our values and is at the core of what we do. We’re looking for an experienced team leader who’s passionate about customer service to join our team in Basingstoke. This’ll is a full time permanent position working 37 hours per week.
Want to know what we can offer you?
26 days holiday (plus bank holidays), with the opportunity to buy or sell annual leave- Private Medical Insurance
- A generous contributory pension
- Medi-cash policy to claim back some medical costs to ensure we look after you and your loved ones
- Discounts portal to save money on various products and services, including holidays, shopping and cinema
- Electric car scheme
- A real sense of work/life balance where we promote flexible working and an agile culture.
Here’s the facts about the role:
As a Customer Experience Team Leader, you’ll manage a team of customer experience advisors within our busy call centre. The advisors handle all contact from our 70,000 customers across our 31,000 homes through a variety of channels. This is mostly via phone, however this will also be through digital channels such as email, social media and online account. With a ‘right first time’ approach, you’ll support your team so they can successfully deal with all cases at first point of contact.
You’ll make sure your team remain fully skilled to be confident in their roles; you’ll continuously monitor their performance and identify gaps in their knowledge. You’ll also encourage and drive the team to live our values and act as ambassadors of great customer service throughout the business.
To be successful, you’ll need to have a strong background in service delivery within a customer focused environment at a senior/management level. You’ll bring your enthusiasm and drive to succeed, as well as excellent communication skills and passion for delivering a great customer experience.
