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Company Description

Discover the Unexpected

Experian is the world’s leading global information services company. We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. For more than 125 years, we’ve helped economies and communities flourish – and we’re not done.

Our 21k amazing employees in 40+ countries believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow. To do this we employ the brightest minds that share our purpose and want to make a difference.

Our uniqueness is that we truly celebrate yours.

Experian's culture and people are key differentiators. We take our people agenda very seriously. We focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. We’re an award winning organisation due to our strong people first approach.

Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

We’re currently looking for a Team Manager to join our Customer Excellence team department within our Customer Service department Customer Experience Centre (CEC). This is a great opportunity for an individual to take on a new challenge and broaden their career in a FTSE 50, market leading organisation.

As a Customer Experience Team Manager, you will be a dynamic individual who has people and performance at the heart of everything they do. You will be driven, and excelling in leading any team to success by setting a good example for your team members to follow/aspire too.

You will continually invest in your people through effective coaching and developing them to the highest standard. You will work collaboratively with your peer group to ensure the high-performance culture within CEC is maintained and embedded. You will develop and maintain a strong relationship with key stakeholders, both internally and externally, seeking opportunities to improve customer journeys and colleague processes.

Key Responsibilities & Personal Contribution:

• Work collaboratively with your peer group to ensure high performance is delivered against department KPI / Metrics, demonstrating accountability at team level and contributing to department results.
• Effective performance management and policy adherence. Has the ability to manage performance from start to end, identify gaps and set a glide path to success.
• Able to embrace and manage change with positivity and enthusiasm.
• Seeks opportunities to involve team and wider department within trials in line with regulatory requirements.
• Holds the customer at the heart of everything they do, advocating positive customer outcomes, first contact resolution and enriching our customers lives.
• Able to manage and drive performance within a team of cross-skilled agents, with a firm understanding of productivity.
• Able to follow all regulatory and safeguarding requirements outlined by the business.
• Remains calm and resilient in the face of technical challenges, using appropriate channels to escalate concerns to reach a resolution.
• Has the ability to identify risks, make recommendation to mitigate these and support during implementation stages.

We’re looking for someone who has experience of effectively coaching and developing individuals to improve performance and behaviours.

Passionate about your own personal development and growth.

Able to create an engaging team environment whilst maintaining high standards, motivating their team to excel.

Embraces an Agile workforce that delivers high results in all working environments. Able to identify better ways of working where improvements can be made.

Ability to understand the strategic Servicing plan, nurturing a culture that supports delivering business goals. Creates team sessions to bring this vision to life.

Must have strong knowledge of product information and is able to work alongside Change & Implementation to ensure relevant updates are effectively communicated and applied.

Our Customer Excellence team work in a hybrid environment, you will only need to come into our exciting Nottingham office 2 days per week (Monday & Tuesday).

Office location; The Sir John Peace Building. Experian Way NG2 Business Park Nottingham

We work on a four-week shift rotation with start times from 8 – 10.15 and end times of 4.00 – 6.15. This could include occasional Saturday working from 8.00 – 16.00, with one day off in the week to ensure you maintain a 5-day week.

Experian Careers - Creating a better tomorrow together

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