Head of Customer Experience and Sales

Spectrum Storage Group is one of the largest storage operators in the UK. With Storebox’s 29 self-storage facilities (and counting!), and LOVESPACE’s innovative tech-enabled storage and collection services, we can serve just about any storage need, anywhere in the UK. We’ve been changing the way people move and store stuff for the last decade and we continue to build smart tech to make it easier for people to move and store stuff on their terms.

As our Head of Customer Experience and Sales you will be responsible for championing our customers, building two best in class teams that are capable of delivering a consistently exemplary service to our customers, whilst knocking all sales targets for six. This is an ideal role for an individual with strong leadership skills, who is highly proficient in using both CX and Sales CRM tools and who has built and managed high performing teams within a call/contact centre environment. You must be passionate about continuous improvement and performance within a high growth environment.

This Role is Full Time. Starting: ASAP. Hybrid working pattern – 4 days from the office and 1 day from home. Salary: £45k-£50k per year.

Responsibilities will include but are not limited to:

• Leadership: Lead and manage the Customer Experience and Sales team to exceed all targets whilst delivering a best-in-class service across all channels.
• Performance Management: Define all KPI’s and metrics and establish a routine of consistent performance review.
• Thought and technical leadership: Demonstrate a thorough understanding of CX and Sales CRM platforms, be capable of reviewing and improving the architecture to deliver effective performance and performance review.
• Training and Coaching: Recruit, train and mentor high performing teams. Promote continuous learning through regular audits of individual and collective performances and encourage wider professional development within the teams.
• Resource planning: Capable of resource planning both to budget and on the day, to ensure the teams are equipped to deliver the performances required across all channels regardless of seasonal volume demands.
• Continuous Improvement: A proactive leader and contributor to Continuous Improvement. Continual review of our services, channels, tools and team to identify opportunities for improving both performance and efficiencies.
• Data driven reporting and decision making: Confident using available data to measure performance, efficiencies and identify opportunities for improvements.
• Cross team collaboration: Effective communicator who can be the customers champion when interacting with the wider business.

What we’re looking for:

• Must be a proven leader, with experience managing Customer Experience and Sales teams in a demanding and high-expectation environment.
• Highly proficient in the effective use of CRM platforms.
• Demonstrate the highest personal standards in performance and communication and be entirely accountable.
• A self-starter with a hands-on approach.
• Must be happy leading and setting expectations from the front.
• A natural coach who thrives on developing the performance of team members.
• An unwavering desire for continuous improvement and innovation.
• Fluent in English with excellent writing and communication skills.
• A creative and resourceful problem solver with tonnes of initiative.
• Be an ambassador for our customers and the businesses.

What is in it for you?

• A chance to be at the heart of one of the UK's fast-growing entrepreneurial businesses and have exposure to a team of seasoned entrepreneurs.
• You’ll play a key role in Spectrum Storage Group’s growth, with the opportunity to see how your work directly contributes to our success and multiple options for growth and development.
• Enhanced pension contributions.
• Private medical care options.
• Hybrid working arrangements; our office is only 5 minutes from Borough and London Bridge stations.
• Staff discounts on our services and access to Perks at Work programs.

You must be eligible to work in the UK.