Customer Experience Lead
1 week ago
We are seeking a dynamic and driven leader to join our team as Customer Experience Lead.
In this role, you will oversee and mentor a customer-focused administration team, implement streamlined processes, and support operational leadership in achieving business objectives.
Key Responsibilities:- Leading, mentoring, and coaching a customer service and administration team to deliver market-leading service and achieve KPIs.
- Ensuring consistent execution of administration processes, including procurement, asset management, sales orders, invoicing, credits, and month-end reconciliations.
- Identifying risks, opportunities, and solutions to improve service delivery and operational performance.
- Managing and maintaining accurate data records.
- Driving continuous improvement in administrative and customer service processes to enhance efficiency and productivity.
- Providing hands-on team, site, and operational support when required.
- Oversee and support key projects by coordinating accurate data entry, scheduling, forecasting, and customer invoicing to ensure smooth service delivery.
You're a passionate, collaborative, and energised leader with excellent communication skills and a talent for inspiring performance. You thrive in a dynamic environment, bring structure to complex processes, and enjoy driving improvements that keep operations running seamlessly.
Your Background- Experience managing or supervising customer service and/or administration teams.
- Strong coaching and mentoring skills, particularly during times of change.
- Excellent written and verbal communication skills.
- Demonstrated ability to manage end-of-month administration processes.
- Proven track record in process simplification and standardisation.
- Extensive business administration experience or equivalent.
- Familiarity with contact centre technologies, CRM platforms, and reporting systems.
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