At a Glance
- Tasks: Lead and mentor a team to deliver exceptional customer service and support their development.
- Company: Join a dynamic, client-first company focused on growth and teamwork.
- Benefits: Remote work, set hours, and opportunities for personal and professional growth.
- Other info: Regular catch-ups and a supportive environment for career advancement.
- Why this job: Gain hands-on leadership experience while making a real impact on your team's success.
- Qualifications: 6 months with the company, strong communication skills, and some leadership experience preferred.
The predicted salary is between 30000 - 40000 £ per year.
Location: Remote | Hours: 40 hours/week (8am–5pm BST, set schedule) with one weekend shift per month
Are you ready to take the next step in your career and support the growth and development of your peers? We’re looking for a motivated and people-focused team member to join us as a CX Lead. In this role, you’ll be a key point of contact for your team, leading by example, and helping Associates thrive through ongoing coaching, development, and support. This is a fantastic opportunity to gain hands-on leadership experience in a dynamic, client-first environment.
Key Responsibilities
- Coach and mentor new and existing CX Associates to deliver exceptional service.
- Conduct QA reviews and provide constructive feedback and training.
- Create and manage individual development plans.
- Support the supervisor line and help resolve client escalations.
- Monitor performance, manage shift schedules, and set clear expectations aligned with our values.
- Hold regular one-to-one catch-ups and oversee probation and performance reviews.
- Handle basic HR duties such as approving holidays, managing sick leave, and supporting with disciplinary procedures.
- Identify and propose process improvements to enhance client satisfaction and retention.
Key Requirements
- Minimum 6 months tenure with the company.
- Strong communication and interpersonal skills.
- Managerial or leadership experience (preferred).
- No active warnings, PIPs, or AIPs.
- Committed to completing 150 minutes of Learning Time per week.
- Comfortable being video-ready for all shifts.
- Ready to take client and supervisor line calls as needed.
If you're passionate about supporting others and driving a great customer experience, we want to hear from you!
Internal Opportunity: CX Lead employer: AnywhereWorks
anywhereworks is an excellent employer that prioritises employee well-being and growth, offering a flexible remote working environment from Manchester. With competitive pay starting at £12.71 per hour, opportunities for paid learning, and a strong focus on creating exceptional customer experiences, employees can thrive both personally and professionally in a supportive culture that values their contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Internal Opportunity: CX Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AnywhereWorks. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AnywhereWorks before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Internal Opportunity: CX Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AnywhereWorks:Your cover letter is your chance to shine! Tell us why you want to work at AnywhereWorks specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AnywhereWorks!
How to prepare for a job interview at AnywhereWorks
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
