Team Leader, Customer Engagement

Reports to: Director

Job Summary: The Team Leader, Customer Engagement, will oversee a team of customer engagement representatives, ensuring they provide outstanding support and engagement to our customers. This role involves managing daily operations, coaching team members, and implementing strategies to enhance customer satisfaction and loyalty. You will collaborate with key business units to drive improvements in customer experience and optimise commercial performance.

Key Responsibilities:

• Lead, mentor, and motivate a team of customer engagement representatives to achieve performance goals and deliver exceptional customer experiences.
• Monitor and evaluate team performance, providing regular feedback and conducting performance reviews.
• Develop and implement customer engagement strategies to improve customer satisfaction and retention.
• Initiate regular check-ins, demos, and onboarding to drive feature adoption and customer success.
• Implement strategies for customer retention, loyalty programs, upsell/cross-sell initiatives.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Collaborate closely with internal teams (sales, marketing and support) to ensure seamless customer experiences and consistent messaging.
• Analyse customer feedback and data to identify trends and areas for improvement.
• Prepare and present regular reports on team performance and customer engagement metrics.
• Foster a positive and collaborative team environment, promoting continuous learning and development.

Essential Skills

• Communication & Interpersonal: Excellent listening, oral, and written communication. Empathy and relationship-building.
• Analytical & Technical: Ability to analyse engagement data, proficiency with CRM and support software.
• Problem-Solving & Initiative: Quick resolution of issues, proactive in driving customer value.
• Organisation & Multitasking: Strong time management, attention to detail, and ability to balance priorities in fast-paced environments.
• Collaboration: Comfortable working across cross-functional teams and coordinating with internal stakeholders.

Qualifications:

• Proven experience in a customer service or customer engagement role.
• Previous experience of managing a team of people
• Strong leadership and team management skills.
• Proficiency in customer service software and tools.
• Passion for delivering exceptional customer experiences.

Desirable

• Background in MSP or technology sector
• Proven experience working with the SME market
• Familiarity with data reporting tools, e-commerce platforms, and proficiency in Microsoft Office.
• Experience drafting training materials and mentoring new hires.

Company Benefits

You will receive a wide range of company benefits including:

• Work/life balance
• Family friendly environment
• Hybrid working model
• Day off for your birthday
• Team Building
• Learning and development opportunities
• Regular social events
• Private Medical cover through Vitality
• Health Care Cash plan through Westfield
• Life insurance cover
• 31 days holiday with extra days for long service