This is a hands-on leadership role where you’ll support and develop your team, manage performance and step in when more complex customer situations need resolving.
About the candidate
You’ll be a confident and approachable people manager with experience leading a customer service, guest experience or service delivery team. You’ll be comfortable coaching and developing people, managing performance and creating a positive team environment.
You’ll be organised, solutions-focused and able to manage changing priorities in a busy environment. Strong communication skills are essential, as you’ll regularly speak with customers, partners and colleagues and take ownership of more challenging situations.
You’ll also be comfortable working with KPIs, SLAs and customer feedback to understand performance and identify where improvements can be made.
Salary: £32K-£35k
Hours: Full-time
Location: Devon
What you’ll do
Lead, support and develop the Guest Experience team.
Manage performance against agreed KPIs, SLAs and service standards.
Hold regular one-to-ones, coaching and performance conversations.
Manage team workloads and priorities to maintain a responsive service.
Encourage a phone-first, solutions-focused approach to customer queries.
Take ownership of complex or sensitive customer escalations.
Build strong relationships with external partners and internal teams.
Review customer feedback and service trends to identify improvements.
Keep senior management updated on performance and operational concerns.
Help improve processes to create a better and more efficient customer experience.
Build a positive team culture based on collaboration, accountability and excellent service. Benefits
Supportive and friendly working environment.
Opportunities for career progression and development.
Ongoing training and support.
Regular salary reviews.
The opportunity to make a real impact within a growing business. If you’re ready to lead a great team and make a real difference to the customer experience, we’d love to hear from you — apply today
Salary description
£32000.00 - £35000.00 per year