Customer Relations Leader
Customer Relations Leader
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Job Description
What will you be doing
We are seeking a dedicated and handson Customer Relations Leader to join our passionate CR team. In this role youll lead a team of Customer Relations Agents ensuring their performance quality of support and training are aligned with Teyas mission to empower small and mediumsized businesses. Youll balance team management with daytoday operations driving excellence through strong routines clear metrics and highquality interactions. As a Customer Relations Leader you are the teams goto person for guidance support and communication and you play a crucial role in identifying and proposing improvements to internal processes that make agents work more effective and merchants experiences more seamless.
To do that were looking for someone to:
- Lead a team of Customer Relations Agents monitoring key performance metrics and ensuring routines are followed to maintain highquality service.
- Coach and mentor team members by providing feedback onthejob support and structured training sessions that focus on continuous development.
- Own and coordinate communications to the team making sure everyone is informed and aligned with changes updates or priorities.
- Monitor quality standards of merchant interactions ensuring agents consistently deliver excellent service and follow internal guidelines.
- Proactively identify areas for improvement in team routines tools or processes and propose actionable solutions to drive efficiency and effectiveness.
- Support the daytoday operations by managing team schedules resolving escalations and jumping into operational tasks when needed.
- Foster a positive and collaborative environment where team members are motivated supported and committed to our mission.
Qualifications :
What are we looking for
Youll be expected to lead by example balance execution with management and always keep the customer experience at the heart of your decisions. To succeed in this role were looking for someone with:
- Experience in customer support or operations within a fastpaced environment ideally in a leadership or coordination role.
- A track record of coaching and developing team members including delivering training and feedback that drives individual performance.
- Strong operational mindset able to manage schedules track metrics and ensure routines are followed to keep performance on track.
- Excellent communication skills both for internal coordination and teamwide updates.
- A problemsolving mentality with the ability to quickly identify issues and suggest solutions that improve workflows and agent experiences.
- High attention to detail organisational skills and the ability to manage multiple priorities in a dynamic setting.
- A collaborative peoplefirst attitude and a desire to build a strong supportive team culture.
Additional Information :
The Perks
Physical and mental health support through our partnership with GymPass giving free access to over 1500 gyms in the UK 11 therapy meditation sessions digital fitness and nutrition apps;
Our company offers extended and improved maternity and paternity leave choices giving employees more flexibility and support;
CycletoWork Scheme;
Health and Life Insurance;
Pension Scheme;
25 days of Annual Leave ( Bank Holidays);
Office snacks every day;
Friendly comfortable and informal office environment in Central London.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
