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Customer Experience Team Leader

Ocs

Customer Experience Team Leader

£29120

Ocs, Poplar, Greater London

  • Full time
  • Temporary
  • Onsite working

Posted 2 weeks ago, 15 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 62d5fe4cfbec43aaaa8e12977f4b4de8

Full Job Description

  • Support cross-company initiatives to drive improvements, improve efficiency and reduce complaints and costs.

  • Work in partnership with the Manager and wider IT team to develop and roll out multiple communication methods including, but not limited to, telephone, email, CAFM system and Webchat/Apps to enhance the customer journey.

  • Support with the hiring and training of Customer Experience Advisors to ensure an effective workforce.

  • Collect, analyse, and interpret customer interaction data to identify requirements and information useful in optimising the customer experience.

  • Monitor the quality of the Customer Experience team to ensure compliance with set standards of courtesy and professionalism.

  • Work in partnership with the PPM/subcontractor and Resource Planning Teams to ensure they understand the expectations to provide the customer with the relevant information.

    Applicants must have the right to work in the UK

  • Experience in a Senior Helpdesk/Team Leader Role, with line management responsibility, is advantageous.

  • High understanding and experience with Microsoft Office software packages.

  • High level of IT and systems literacy.

  • Experience in using CAFM or other management systems.

  • Proven experience in leading a service-driven operation with experience in managing an operation through periods of significant growth or change.

  • Excellent team motivator and communicator.

    Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.

    Informal hybrid/flexible working arrangements

  • 25 days holiday + bank holidays

  • Free fruit in our offices

  • Employee Referral Scheme (if you refer a successful candidate to one of our vacancies)

  • Wide range of retail discounts

  • Regular social and charity events are held in our offices

  • Get involved in charity events in the local community


    • Wellbeing

  • Discounted gym membership

  • Eye test £25 voucher and up to £100 towards glasses

  • Join our Cycle to Work scheme via salary sacrifice

  • Access to "CHROMA", our internal colleague-led diversity and inclusion community - join a committee or take part in our D&I initiatives and events

  • Access to internal Mental Health First Aiders


    • Career development and recognition

  • Immediate access to "Opportunity" our internal Learning and Development platform

  • Required professional membership fees paid for

  • Opportunity to win monthly Superstar Awards

  • Long service awards