Customer Service Team Lead - Nights

Company Description

About Us:

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours. 

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. 

We are unified by our purpose of helping people to succees. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

About the opportunity

Our support team is critical to our success as a global business, and we strive to be role models for our customers. They are the first point of contact for our consumers and the voice of our trusted brand. 

We're seeking a Customer Service Team Lead in Newcastle who is looking to take the next step in their career at Xplor.

Reporting to the Senior Manager, Customer Service, you'll be responsible for leading a regional team of Contact Support Advisors. You will provide leadership, management, and guidance, while effectively delegating and aligning core work to the team, overseeing their performance, and supporting individual and team development. 

Job Description

Some of your responsibilities include: 

• Provide assistance, support and coaching to Contact Support Advisors
• Be an escalation point for concerns raised by Advisors and consumers
• Contribute to the flow of internal communications to your teams from all internal departments
• Provide supervision and support to ensure all company standards and policies are adhered to and maintained
• Set goals for team members as required to support annual performance assessments
• Provide a support infrastructure to improve the quality of performance and improve the consumer experience
• Responsible for the management of team key performance indicators (KPIs), overseeing performance management, and reporting on team performance.
• Conduct call quality reviews with team members, providing feedback to ensure continuous improvement of consumer services, being aware of trends and escalating where required
• Responsible for team delivery of ‘voice of the consumer’ to obtain and reflect consumer levels of satisfaction
• Remain up to date with relevant Data Protection Act/s and procedures, ensuring the team adhere to company procedures.
• To ensure robust onboarding and offboarding processes are completed to support your team’s employee experience.

Qualifications

What would make me a good candidate?

This role is for someone who is motivated by helping others and wants to bring out the best in our Customer Support team. 

Required qualifications for this role:

• Proficient ability to prioritise and manage workload effectively, for self and a team, to meet specified deadlines and performance metrics
• Previous background in a Call Centre Operations
• Demonstrable and effective people management skills, with a track record of professionally developing others
• Able to create and maintain strong working relationships with consumers, customers, external suppliers and internal colleagues
• Demonstrable experience in a consumer services or credit control role and environment
• Effective at identifying problems and providing appropriate solutions
• Ability to lead and motivate a team in exceptional consumer service and delivery
• Proactive, self-motivated learner with a strong drive to achieve personal goals
• You’re a true team player who is willing to support outside of your normal day to day
• You align with our four core values and you’re simply a good human

Additional Information

Values and Life at Xplor

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• Paid Parental Leave benefit programs
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

Ready to apply?

To start your application, please submit your resume, and we will be in touch as soon as we can. Please include the word "moonshot" at the top of your message to the Hiring Manager so that we know you took the time to read our job ad.

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via . 

Before you apply

To be considered for employment, you must be legally authorised to work in the United Kingdom. This applies to remote roles too, as we can only employ people who reside within the UK. Xplor does not sponsor visas, either at the time of hire or at any later time. We're also not able to offer contractor arrangements or Employer of Record engagements for this position at this stage.

Please apply through our careers portal or external job boards only. We're unable to upload emailed applications, as our process requires you to answer screening questions directly.

We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.

Interview Recording and Background Checks

As part of our hiring process, successful candidates will be asked to complete background and identity verification checks. Many of our roles are remote, and to protect both candidates and our business from recruitment fraud, we may record video interviews via Microsoft Teams during the process. We keep any recordings and related data only for as long as the hiring process is active and do not retain them afterwards.

EEO and Artificial Intelligence

We believe in transparent hiring. We use an applicant tracking system with artificial intelligence-enabled features to support our recruitment process, but our recruitment team makes all hiring decisions after human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.

Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. We encourage applications from all sectors of the community.

We make it a priority to respond to every applicant.