Our client is a leading membership organisation offering exceptional experiences and services to their business members through consultancy and value-added services.
“We are looking for an experienced individual to lead in delivering exceptional experiences that enhance the organisation’s members satisfaction, loyalty and retention, while streamlining operations in the delivery of our 3-year strategy”
Role and Responsibilities:
Provide leadership and mentorship to the support and retention team, fostering a culture of excellence, accountability and continuous learning.
Coach and mentor team members through one-to-ones, quality assurance, and tailored development plans to support professional growth.
Build a cohesive team dynamic by encouraging open communication, cross-functional collaboration, and shared accountability.
Demonstrate a hands-on, member-first approach to leadership by actively engaging in member interactions, handling escalations, and modelling the behaviours and attitudes expected of the team.
Set and monitor individual and team performance metrics aligned with organisational objectives.
Essential Skills:
Experience in leading, coaching and mentoring diverse teams.
Proven experience in developing and executing customer service strategies that align with business objectives.
Proficiency in using customer service tools and technologies, such as CRM systems.
A minimum of 5 years’ experience in customer service or support roles, with a minimum of 3 years in a managerial or leadership position.
Proven track record in managing customer service teams, improving service delivery, and achieving key performance indicators (KPIs).
Package:
Basic Salary up to £54,000 - £59,000+ bonus
Hybrid working (3 days in the office)
Excellent Pension up to Personal contribution of 5%, company contribution of 12%
Healthcare, dental, cycle to work scheme and many more
Salary description
£54000.00 - £59000.00 per year