At a Glance
- Tasks: Lead a team to enhance customer experience and resolve issues effectively.
- Company: Join Aqua Cure Group, a leader in the Water Treatment industry.
- Benefits: Enjoy 23 days holiday, employee discounts, and a supportive work environment.
- Other info: Collaborative culture with opportunities for professional growth and development.
- Why this job: Make a real difference in customer satisfaction and drive continuous improvement.
- Qualifications: Experience in customer service and strong leadership skills required.
The predicted salary is between 32850 - 40050 £ per year.
Description
Aqua Cure Group, a leading company in the Water Treatment industry, is seeking a dedicated and customer-oriented individual to join their team as a Customer Experience Lead.
In this role, you will be responsible for helping Aqua Cure deliver a consistently excellent customer experience across the end-to-end customer journey.
Working closely with the Customer Experience Manager and wider business, the role combines day-to-day team leadership with ownership of customer insight, service quality and continuous improvement.
The postholder will support and develop the Customer Experience team, maintain strong operational standards, act as an advocate for the customer and turn feedback and performance data into practical improvements.
They will play a key role in ensuring customer issues are resolved effectively, recurring pain points are addressed at root cause and customer-focused ways of working are embedded across Aqua Cure.
- Core Role & Responsibilities
- Lead, support and motivate Customer Experience colleagues, creating a positive, accountable and customer-first team culture.
- Support the effective day-to-day delivery of Customer Experience activity, ensuring customer queries, cases and workloads are managed efficiently and to agreed service standards.
- Act as an escalation point for complex for sensitive customer issues, ensuring clear ownership, appropriate communication and timely resolution.
- Promote a first contact resolution approach, ensuring customers receive accurate information, realistic expectations and effective ownership.
- Support and develop Aqua Cure's Voice of the Customer programme, ensuring feedback is captured, understood and translated into action.
- Take an active role in NPS and other customer measures, including reviewing scores and verbatim feedback, identifying trends and coordinating appropriate follow-up.
- Drive effective closed-loop activity so that customer feedback leads to timely recovery actions and wider organisational learning.
- Bring together insight from surveys, complaints, reviews, customer contacts and operational data to identify recurring themes, friction points and opportunities.
- Review the end-to-end customer journey and key touchpoints to identify where customer expectations, processes or communications can be improved.
- Promote accurate CRM/ERP data and high-quality case notes so customer history, actions and outcomes are visible and reliable.
- Build strong working relationships across Sales, Supply Chain, Finance, Technical, Warehouse, Marketing and other teams to improve end-to-end customer outcomes.
- Work collaboratively with stakeholders to resolve barriers, improve handovers and ensure ownership is clear across departmental boundaries.
- Support new products, services, system changes and process changes by considering customer impact and ensuring Customer Experience colleagues are prepared.
- Communicate customer themes and service priorities clearly, helping the wider business understand how its decisions affect the customer experience.
- Contribute to the development and reporting of meaningful CX measures and dashboards, including NPS, CSAT, customer effort, service levels, quality, resolution and complaint trends where applicable.
Requirements
- Proven experience in a customer experience, customer service or customer operations environment, with experience of leading or developing others.
- Strong customer-first mindset with the judgement and confidence to resolve challenging situations in a clear, empathetic and professional manner.
- Strong analytical and problem-solving skills, with the ability to turn customer feedback and operational data into practical actions.
- Excellent written and verbal communication skills, with the ability to adapt messages for customers, colleagues and senior stakeholders.
- Strong organisation and prioritisation skills, with the ability to manage competing demands in a fast-paced environment.
- Ability to build effective cross-functional relationships and influence improvements outside the immediate team.
- High attention to detail, accuracy and ownership.
- Confident using CRM/ERP systems and Microsoft Office applications.
- Commercial awareness and an understanding of how customer experience supports retention, loyalty, efficiency and sustainable business performance.
Benefits
- 23 Days Holiday plus Bank Holidays
- Employee Discount/Perk Platform
- Free onsite parking
- Monday to Friday working pattern
- 24 hours access to Employee Assistance Programme + Volunteering Day + Long Service Awards
- Company Pension Scheme
- Regular Social Events
- Generous Culligan Group Product Discounts
Customer Experience Lead in Burscough employer: Aqua Cure
Aqua Cure Ltd is an exceptional employer, offering a dynamic work culture that prioritises employee growth and well-being. With a competitive salary, generous benefits including a car allowance and a supportive environment for mental health, employees are encouraged to thrive both personally and professionally. The hybrid working model allows for flexibility while maintaining strong connections with the team and clients across the UK and Ireland, making it an ideal place for those seeking meaningful and rewarding employment in the foodservice sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead in Burscough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aqua Cure. 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 Aqua Cure 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 Customer Experience Lead in Burscough
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 Aqua Cure:Your cover letter is your chance to shine! Tell us why you want to work at Aqua Cure 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 Aqua Cure!
How to prepare for a job interview at Aqua Cure
✨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.
