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Customer Experience Team Leader - London

Employer
Virgin Active
Location
London
Salary
£27,000 basic salary + commission with an OTE of £36,000
Closing date
13 Mar 2019

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 Leader to join our fun & friendly team at our Barbican Support Office. You will be responsible for leading the in-house Customer Experience Agents to deal with inbound & outbound calls as well as emails from new, existing & previous members including general enquiries and simple complaints. You'll also be a direct support for the Customer Experience Team Manager, working closely with the Customer Service Manager in delivering Heartfelt Service to our customers.

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

  • Line manage a team of Customer Experience Agents, including training, development and recruitment
  • Point of contact for escalation of queries and complaints
  • Ensuring your team find effective & helpful solutions to customers looking to cancel, driving customer retention
  • Support the Customer Experience Team Manager 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 Leader, you’ll also have/be:

  • Experience leading a team in a customer focused environment
  • Proven customer service 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)

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