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âÂœ¨âÂœ¨Internal Opportunity âÂœ¨âÂœ¨

The Customer Experience Team Leader will be the key escalation point, leading by example, ensuring that customer concerns are handled effectively and that service delivery is proactive, data-driven, and customer-focused. Your ability to use technology to automate responses, improve communication, and streamline workflows will be critical in enhancing operational efficiency.

Success in this role requires exceptional communication skills, a strong background in complaint resolution, and a proactive approach to continuous improvement. By coaching and developing your team, you will foster a culture of customer-first service excellence, ensuring that we are always there for our customers when they need us most.

Key Responsibilities****Team Management & Leadership

• Provide leadership and guidance to the team, fostering a collaborative and inclusive culture.
• Facilitate effective communication within the team and act as a bridge between team members and management.
• Conduct regular one-to-one meetings and ensure personal development plans are in place for all team members.
• Manage performance, including addressing absence, lateness, and other people-related issues.

Performance Management

• Set clear performance expectations and goals for team members.
• Monitor and evaluate performance against key KPIs, taking corrective action as required.
• Ensure all KPIs are addressed at both individual and team levels.

Customer Reviews & Online Communities

• Monitor and respond to customer reviews across platforms such as Trustpilot, Site Jabber, Google Reviews, and App Stores.
• Engage with customer queries and complaints on social media, ensuring prompt and effective responses.
• Proactively search for online discussions about Epos Now and respond accordingly.
• Develop and maintain a set of standard review responses for the wider team.
• Work with internal teams to address customer concerns highlighted in reviews and drive process improvements.
• Maintain and moderate the Epos Now Community, ensuring engagement and accurate responses.
• Manage incentives for customer reviews in collaboration with the Service Management team.

Net Promoter Score (NPS) & Customer Satisfaction

• Own and manage the Epos Now NPS-Live Channel, ensuring the business follows the agreed process.
• Hold teams accountable for following up with Detractors and addressing concerns.
• Compile and analyse customer feedback trends to provide actionable insights.
• Work with internal teams to contact customers who have left negative feedback and drive resolution.
• Produce a monthly Voice of the Customer report summarising key themes from NPS feedback.

Complaint Handling & Resolution

• Develop and maintain a structured complaints management process to ensure consistency and efficiency.
• Take ownership of all escalated complaints that cannot be resolved within the service team.
• Handle complaints escalated to the Executive Team and manage the complaints inbox.
• Oversee legal complaints, ensuring risks are mitigated and CCJs are avoided.
• Identify trends in recurring issues and provide feedback to relevant business leaders.
• Provide training and best practice guidance to Sales and Service teams on complaint handling.
• Drive continuous improvements in the complaints process to reduce costs, improve service, and prevent repeat issues.

Quality Assurance & Reporting

• Ensure compliance with the complaints procedure, auditing for consistency and effectiveness.
• Provide feedback to managers on complaint handling quality and case note accuracy.
• Deliver a monthly compliance report to leadership, outlining business performance in customer service and complaint management.
• Track and analyse complaints by type, severity, and root cause, proposing corrective actions.
• Assess the financial impact of complaints on both customers and Epos Now, identifying cost-saving opportunities.

🛠🛠Skills & Qualifications

• 60% or more completion of the Learning to Lead Programme

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• Salesforce
• Complaint Handling
• Birdeye or other trust site management
• Customer Service experience

Skills

• Excellent Communication - can easily adapt style to suit the audience
• Performance Management
• Coaching
• Data Analytics
• Attention to Detail
• Salesforce reporting

‼ How to Apply 

• Please discuss this opportunity with your line manager ahead of your application

• Check you meet the internal candidate criteria 

-Apply for the role with an updated CV and complete the application questions.  

Application Deadline: Monday 24th February 2025