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
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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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