Do you have experience leading a team in a customer focused environment? Are you passionate about putting customers' needs first and going above & beyond?

We’re looking for a Customer Experience Team Manager to join our fun & friendly team at our Barbican Support Office. You will be responsible for managing the in-house Customer Experience & Payment Services Teams, championing our customers' quality of experience. You'll be working closely with the club teams and the wider support teams, to ensure all customer queries and complaints are dealt with efficiently and effectively.

Your job:
Reporting to the Head of Customer Experience, the responsibilities of the Customer Experience Team Manager include:

• Line management of the Customer Experience Team Leader & Customer Service Manager
• Point of contact for escalation of queries and complaints
• Deputising for the Head of Customer Experience as and when necessary
• Support the Customer Service Manager, Customer Experience Team Leader and the wider Support team to deliver memorable customer experience

Your commitment:
Based in our Barbican Support Office, this is a full time role working 40 hours per week. Working hours are between 8:30am-8:30pm Monday-Friday, 9am-6pm/10am-7pm Saturdays & Sundays (5 days out of 7 on a rota basis); flexibility is required to suit the needs of the business and this may change slightly during peak times.

What we can’t live without:
With the ability to build rapport & be personable in all styles of communication, you will have a genuine interest in wanting to help our members.

To be successful as a Customer Experience Team Manager, you’ll also have/be:

• Experience managing a team in a customer focused environment
• Proven customer service management experience, including ownership of escalations
• Extremely strong interpersonal abilities & great communication skills at all levels, with the ability to show empathy & understanding
• The ability to remain calm in high pressured situations and think on your feet

The Perks:
In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. You’ll have a dedicated Manager and a supportive wider team to really set you up for success.

Also, to reward your hard work you’ll get:

• Complimentary VA health club membership for you & a buddy!
• Discount on loads of Virgin products & services.
• 33 days holiday (including bank holidays) pro rata
• Birthday bonus day off (in addition to your annual leave)
• Pension contributions matched up to 5%
• Health care & dental (optional)