Customer Experience Supervisor

About the role

As a Customer Experience Supervisor, you will help us be the people our users speak to when they need help, and to turn what they tell us into better products. You will lead people and take responsibility for results in your area, and you will report to the Head of Department.

What you will get to do

• Lead a team of customer experience officers and executives.
• Manage schedules, quality checks and response times.
• Handle escalations, including complaints that involve health or money.
• Report on your team's results to the Head of Department.
• Recruit, develop and appraise the people in your team.

To succeed in this role, we think you should have

• Five to seven years of relevant experience, including at least two years leading a team or a function.
• Experience leading a customer support team.
• Honesty, and care with confidential information.
• The ability to work with colleagues from different functions.

What success looks like in this role

• Within three months, your team has clear goals and a regular rhythm of reviews.
• Within a year, your team delivers consistently and its members are growing.