Customer Experience Team Leader

TL;DR

Customer Experience Team Leader: Managing day-to-day operations and coaching a team of advisors to ensure high service standards across multiple channels with an accent on resolving complex customer escalations. Focus on optimizing team performance, monitoring quality assurance, and collaborating with cross-functional departments to drive operational efficiency.

Location: Must be based in the UK

Company

hirify.global is the largest global platform for buying, selling, and trading used photography and videography equipment.

What you will do

• Oversee daily customer experience operations, including rotas and resource management.
• Act as the escalation point for complex issues, complaints, and public reviews.
• Lead, coach, and develop advisors through performance plans and continuous improvement.
• Perform regular quality assurance checks on team interactions.
• Collaborate with fulfillment, pricing, fraud, and logistics teams to resolve inquiries.
• Manage administrative processes and tasks within Jira.

Requirements

• Must be based in the UK
• Proven background in Customer Experience or Service leadership.
• Strong experience managing contact volumes and complex complaint resolutions.
• Excellent communication and emotional intelligence skills.
• Tech-savvy with experience in support messaging platforms and troubleshooting.
• Highly organized with the ability to prioritize tasks under pressure.

Culture & Benefits

• 25 days annual leave plus bank holidays and an additional wellbeing day.
• 5% employer contributory pension scheme and private healthcare.
• Access to an Employee Assistance Program (EAP) with discounts.
• Bespoke learning and development through the internal 'Learning Lab'.
• Two volunteer days per year to support charitable causes.
• Collaborative environment with a buzzing social calendar.