Multichannel CX Lead: Drive Service Excellence

Vintage Cash Cow; Morley; On-site; GBP 60,000 - GBP 80,000; Full time

Job summary

A dynamic reCommerce company based in Morley is seeking a Multi Channel Engagement Team Leader to oversee the customer service team. This role involves leading and coaching a group of Multichannel Advisors to deliver outstanding service across multiple communication channels. The ideal candidate will have proven experience in customer service leadership, strong coaching abilities, and a solid understanding of customer expectations. The position requires someone who thrives on change and is committed to continuous improvement in customer experiences.

Qualifications

• Proven experience in a customer service/contact centre leadership role, minimum 2 years.
• Strong people leadership and coaching skills.
• Solid understanding of multichannel environments and customer expectations.

Responsibilities

• Lead, coach, and support a team of Multichannel Advisors.
• Conduct regular 1:1s, quality reviews, and team meetings.
• Monitor team performance across all channels.
• Manage scheduling, workload balancing, and resource planning.

Skills

Customer service leadership

Coaching and development

Multichannel communication

Data-driven performance monitoring

Empathetic communication

Organizational skills

Job description

A dynamic reCommerce company based in Morley is seeking a Multi Channel Engagement Team Leader to oversee the customer service team. This role involves leading and coaching a group of Multichannel Advisors to deliver outstanding service across multiple communication channels. The ideal candidate will have proven experience in customer service leadership, strong coaching abilities, and a solid understanding of customer expectations. The position requires someone who thrives on change and is committed to continuous improvement in customer experiences.