Customer Experience Team Leader

As a Customer Experience Team Leader, the work centres on be responsible for resolving complaints, coaching team members and performing quality assurance checks on your team's interactions with our customers to ensure service excellence. It would suit someone who can bring overseeing daily CE operations, including rotas, coverage, and real-time resource management to the role.

Who the work supports

📅 Position type: Full-time. Skilled communicator who thrives on proactively managing complex issues through to resolution.

How support shows up

Be responsible for resolving complaints, coaching team members and performing quality assurance checks on your team's interactions with our customers to ensure service excellence. Familiar with Customer Support messaging tools and platforms. 🚀 Passionately Ambitious: We encourage creativity and strive to improve through innovation.

The approach that fits

Overseeing daily CE operations, including rotas, coverage, and real-time resource management. Leading, coach, and develop team members, supporting performance plans. Act as escalation point for complex issues, complaints, and Trustpilot reviews.

What needs to be in place

• Strong Customer Experience /Service Background - you care about customers and inspire others to care.
• At the heart of the Customer Experience Team, our Customer Team Leaders are subject matter experts on all systems, operational workflows and policies related to the customer journe.
• Experience in communications, engagement, campaigns, or stakeholder-facing delivery.

Job details

• 2 volunteer days per year for charity which aligns with MPB values, and of your choosing.
• 25 days annual leave + bank holidays.
• 5% employer contributory pension scheme.
• The MPB 'Learning Lab' with access thousands of free courses to upskill in any areas you'd like; whether personally or professionally.