Key skills
JiraMentoring
About this role
Role Overview
- Leading, motivating and developing a high performing CX team
- Conducting regular 1:1s, performance reviews and QA evaluations
- Coaching team members to achieve their full potential
- Driving performance across key CX metrics including NPS, FCR, productivity, engagement and quality
- Monitoring live dashboards and making real time decisions
- Leading team meetings and confidently presenting updates
- Managing attendance, holidays and absence processes
- Supporting recruitment, onboarding and probation management
- Building strong relationships across the wider business
- Driving continuous improvement initiatives and customer experience enhancements
- Supporting your team through change in a fast paced environment
Requirements
- Previous experience leading customer facing teams
- Strong coaching and mentoring skills
- Confidence leading meetings, delivering feedback and communicating with impact
- Ability to influence, build trust and bring people with you
- Experience managing performance and difficult conversations
- Proactive and solutions focused mindset
- Confidence using data and insights to drive improvements
- Strong organisational skills and the ability to prioritise competing demands
- Confidence using Microsoft Office, Jira and other business systems
- Collaborative approach and willingness to get stuck in
Benefits
- Competitive salary
- Flexible working hours
- Professional development opportunities
- Opportunities to learn, grow and progress
- Innovative and collaborative work culture