Team Leader - Customer Experience Support

Overview:
We are seeking a proactive and customer-focused Team Leader based in Windlesham to manage a small team delivering exceptional support to key clients. This role combines hands-on client interaction with team leadership, focusing on operational excellence, customer satisfaction, and continuous improvement.

Benefits:

• Competitive salary
• Employee recognition scheme
• Pension

Key Responsibilities:

• Lead and support a team of Customer Experience Support Advisors.
• Personally manage 1-2 high-value client helpdesks.
• Conduct regular 1-2-1s and performance reviews.
• Build strong client relationships and act as a point of escalation.
• Collaborate with internal teams to ensure effective issue resolution.
• Analyse and report on customer data.
• Identify and address recurring issues, implement improvements.
• Prepare quotes, manage billing support, and raise purchase orders.
• Support and deliver user training for client systems and portals.
• Participate in internal and client meetings to drive retention and growth opportunities.

Requirements:

• Enthusiastic, with a can-do attitude
• Exceptional Customer Service Skills.
• Proven experience in a customer-facing team leadership role.
• Strong communication, problem-solving, and relationship-building skills.
• Ability to manage multiple tasks and priorities effectively.
• Proficient in Microsoft Office and CRM tools.
• Self-motivated with a hands-on approach and a continuous improvement mindset.

Desirable:

• Experience supporting key accounts or working in a helpdesk/customer support environment.
• Exposure to CSAT/NPS reporting and client success initiatives.