Customer Experience Team Leader

A fantastic opportunity is now available to join our Customer Experience Team at Solvd. in the centre of Glasgow. Our team provide several services including Customer Experience, Finance and Payroll. Solvd. is a vibrant, friendly office, where our people are committed to delivering the best experience for our customers.

We offer a competitive salary and great benefits. Our people are our greatest strength and live by our values of Dependable, Proactive, Agile & Inclusive, so come and join our team!

The Role

You will be responsible for successfully leading a team of Customer Experience Agents to deliver an outstanding customer experience whilst continually monitoring service levels, focusing on continuous improvement and delivering organisational KPI’s. 

You will be responsible for the performance management of a team of Customer Experience Agents, ensuring all team members have clear objectives. You will work with the team to ensure customers are provided with an excellent customer experience focusing on first contact resolution, by driving and engaging the performance of the team to achieve excellence in delivering a proactive, high-performance culture of continuous improvement. 

You should have:

• Experience in managing a team to tight KPIs  
• Proficient in use of MS Excel  
• Ability to work independently and as part of a team 
• Ability to work under pressure against tight deadlines and competing priorities 
• Able to build strong relationships, and collaborate with internal and external stakeholders 

What you will get:

• £26,000 pro rata 
• Permanent role
• Monday to Sunday, 37.5 hours

Our Benefits

• Discretionary ScotRail Season Ticket (home to work).
• Discretionary bonus scheme.
• 34 days holiday (including public holidays) with option to buy additional.
• Generous salary exchange Pension Scheme and Life Assurance Scheme.
• Optional Private Medical Insurance and Health Cashplan Schemes.
• Employee Assistance Programme and Wellbeing Support including mental, physical, financial and social.
• Flexible dress code where you can Dress for Your Day!
• Social events including Summer Event and Christmas Party.

Solvd. are Disability Confident accredited and committed member of Inclusive Employers. We welcome applications from all sections of the community. If you need any support or further information before applying for this role, please get in touch with our People Team via people@solvd.solutions