Customer Experience Team Leader

Are you a people-focused leader who loves creating brilliant customer experiences? We''re looking for a Customer Experience Team Leader to help our Guest Contact Centre teams perform at their best - combining hands-on leadership, coaching and data-driven decision-making to deliver exceptional service for our guests. Your mission As our Customer Experience Team Leader, your mission is to lead, motivate and develop a high-performing team of Customer Experience Consultants, ensuring our guests receive a consistently high-quality experience. You''ll play a key role in the day-to-day running of our Guest Contact Centre, using performance data and customer insight to improve service, productivity and ways of working. You''ll coach your team, tackle challenges head-on and create an environment where people feel supported, engaged and motivated to succeed. What you''ll be doing Lead the day-to-day performance of your team, monitoring individual and team KPIs including service levels, first case resolution, handling times, adherence and quality. Coach, mentor and develop Customer Experience Consultants through regular feedback, quality assessments and performance reviews. Ensure guests receive a high-quality, professional experience across phone, email and webchat. Manage team performance, absence and attrition effectively while recognising and celebrating great performance. Analyse trends in customer enquiries and performance data to identify opportunities to improve ..... full job details .....