Customer Experience Team Leader

Are you passionate about leading teams and delivering world-class customer service?

Zip Water is seeking a dynamic Customer Success Team Leader to oversee the daily operations of our Aftersales Team, while supporting the wider Customer Success department.

With unrivalled expertise in filtered boiling, chilled and sparkling water, Zip Water is known globally for being home to the world’s most advanced drinking water systems.

As a Team Leader, you will lead the team of advisors providing, feedback, support and maintain high standards of customer service taking into account the needs of both internal and external customers. The role will require a customer focused problem solver with strong communication and leadership skills to drive continuous improvement and team cohesion.

Core Role & Responsibilities:

• Drive a culture of accountability, empathy, and continuous improvement, by fostering a collaborative, motivated, and customer-oriented team culture.
• Lead, coach, and develop a team to meet performance targets and adhere to standards
• Day to day resource planning of the Aftersales team using data to support key KPIs.
• Oversee the Aftersales process, ensuring timely and efficient allocation of resource to meet customer SLAs.
• Champion a customer-first approach across the team and wider Customer Experience Team.
• Using customer feedback to investigate areas of improvement and implement in line company process to improve the customer journey.
• Work collaboratively with other Team Leaders within our Customer Experience Team to optimise workflows and resource allocation.  
• Build good working relationships with all colleagues based on trust and respect to ensure we can deliver for the customer.
• Conduct regular team meetings, one-to-ones, and performance reviews
• Establish KPIs to accurately Aftersales performance
• Report on teams performance, highlighting successes and addressing areas for improvement.

Requirements

• Able to communicate effectively with different individuals within the business whether this is in person, via phone or email
• Proven track record in leading high performance Customer Experience teams
• Great leadership & problem solving skills
• The ability to help deliver exceptional customer service & operational efficiency
• The desire and passion to drive continuous improvement and innovation

Benefits

• 25 days annual leave + bank holidays
• Company Sick Pay
• We offer a professional collaborative environment that is relaxed and focused
• Full training and continuous support with your team
• Free onsite parking
• Cycle to Work scheme available
• A market leading company pension
• Holiday purchase scheme
• Life assurance
• Employee rewards and discounts through Perks at Work
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme
• Well-being programs – including discounted gym membership
• Access to on-going learning and development with our online learning platform