Customer Experience Team Leader
As Customer Experience Team Leader, you will lead and mentor a high-performance team to deliver a world-class customer experience. You will be responsible for owning the efficient and accurate processing of orders and quotes to provide excellent service at every touchpoint to the customers. You will utilise LEAN practices, active leadership, and customer-centric culture to achieve operations excellence and design a seamless, smooth, and immersive customer experience.
Key Responsibilities
Customer Experience Leadership
- Drive a customer-first culture where every touchpoint is value-driven and fosters customer loyalty.
- Be a champion in delivering an active and solution-focused reply to customer inquiries and issues.
- Own resolution and close escalations effectively, eradicating repeat issues by root cause analysis and continuous improvement.
- Cover initiatives for improvement in customer satisfaction (CSAT) and Net Promoter Score (NPS).
Order & Quotation Processing
- Manage end-to-end quotation and customer order processing for company policy compliance, accuracy, and timeliness.
- Coordinate sales, production, and logistics functions to meet timely order fulfilment.
- Identify and remove order processing inefficiencies through LEAN and automation initiatives.
- Monitor accuracy percentages on orders and correct wherever needed to reduce errors and rework.
Operational Excellence & Efficiency
- Implement LEAN process efficiencies to reduce waste, reduce transactional workload, and enhance team productivity.
- Standardise processes and ensure best practices are followed by team members in the areas of order processing and customer service.
- Base decisions on data and insights, track performance, and make process improvements consistently.
- Implement technology-enabled solutions to facilitate automated communication and workflow among teams.
Team Leadership & Development
- Build, lead, and coach a high-performing and team-minded team of Customer Experience Executives.
- Provide regular performance direction and feedback, linked to business goals and customer needs.
- Facilitate career growth through training in industry best practice, systems, and customer handling techniques.
- Manage workload proactively to optimise team effectiveness and avoid stress/burnout.
Key Metrics & Success Measures
- Order Processing Accuracy: Error minimisation and improved first-time-right percentage.
- Quotation Turnaround Time: Rapid response times leading to increased sales conversion.
- Customer Satisfaction (CSAT/NPS): Improved feedback scores and reduced complaints.
- Operational Efficiency Saves: Measurable reductions in labour effort and productivity.
- Employee Engagement & Growth: Improved engagement statistics and employee professional growth.
What You Bring
- Customer-Driven Mindset: Passion to deliver outstanding service and fix customer issues effectively.
- Process Enhancement: LEAN practice experience, automation, and process efficiency gains.
- Data-Driven Decision Making: Ability to harness data analysis for process simplification and CX enhancements.
- Leadership & Coaching: Excellent ability to lead and develop team members.
- Problem Solving: Systematic thinking process to identify and correct process inefficiencies.
- Collaboration: Cross-function ability to communicate with sales, production, and logistics functions.
- Technology Proficiency: Knowledge of CRM systems, order processing software, and automation software.
Salary, Benefits, and Hours
- Salary of £30,243 per annum
- 40 hours per week (Monday to Friday 8:30am to 5pm) - compressed working week option available
- PRIDE Reward - our discretionary annual bonus scheme
- 'Medicash' medical cashback scheme with access to online GP services and mental health support
- Free onsite parking
- Company pension on a salary sacrifice basis (subject to eligibility)
- PRIDE Awards - our values-based nomination and reward scheme
- Company events and staff engagement initiatives (like our famous Rocal Raffle at Christmas, Summer Festival, and regular treats throughout the year)
- Cycle to work scheme
- Employee discount on our range of door and window products across the Group
- Employee referral reward programme
- Branded workwear
- Annual Christmas shutdown
- Death in service cover at 3x annual salary
- Retail/leisure discounts and perks across hundreds of popular brands
Who We Are
The Rocal Group encompasses Endurance Doors, Rocal Extrusions, and BDC Aluminium. United under one combined purpose and vision, we are proud to be defined by our unwavering commitment to delivering exceptional, quality products, and unparalleled service to our customers.
Established in 1993, Endurance Doors has grown into one of the UK’s leading manufacturers of residential entrance doors, fabricating over £35m worth of door solutions each year. Our dedication to excellence in both product craftsmanship and customer experience for our installer partners and consumers has rewarded us with a 4.8* rating on Trustpilot.
At Rocal, our team of over 250 talented professionals thrives in a collaborative, supportive, and dynamic environment, where individual strengths are celebrated and innovation is encouraged.
There has never been a better time to join the Rocal Group. Apply today or contact [email protected] for more information.
Pay: £30,243.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
Work Location: In person
