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About the role
Key responsibilities & impact- Lead, motivate and develop a high performing CX team
- Conduct regular 1:1s, performance reviews and QA evaluations
- Coach team members to achieve their full potential
- Drive performance across key CX metrics including NPS, FCR, productivity, engagement and quality
- Monitor live dashboards and make real time decisions
- Lead team meetings and confidently present updates
- Manage attendance, holidays and absence processes
- Support recruitment, onboarding and probation management
- Build strong relationships across the wider business
- Drive continuous improvement initiatives and customer experience enhancements
- Support your team through change in a fast paced environment
Requirements
What you’ll need- Previous experience leading customer facing teams
- Strong coaching and mentoring skills
- Confidence leading meetings, delivering feedback and communicating with impact
- Ability to influence, build trust and bring people with you
- Experience managing performance and difficult conversations
- A proactive and solutions focused mindset
- Confidence using data and insights to drive improvements
- Strong organisational skills and the ability to prioritise competing demands
- Confidence using Microsoft Office, Jira and other business systems
- A collaborative approach and willingness to get stuck in
Benefits
Comp & perks- Opportunities to learn, grow, and progress in your career
- Collaborative and supportive environment
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
leadershipcoachingmentoringcommunicationinfluencetrust buildingproblem solvingorganizational skillscollaborationperformance management