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- Tasks: Lead a team to gather and analyse customer feedback for impactful improvements.
- Company: Join a dynamic company focused on enhancing customer experience.
- Benefits: Competitive salary, potential for hybrid work, and career development opportunities.
- Other info: Exciting opportunity for growth in a collaborative environment.
- Why this job: Be the voice of the customer and drive meaningful change in the business.
- Qualifications: Experience in team leadership and customer service roles required.
The predicted salary is between 30000 - 40000 £ per year.
Department: Customer Feedback, Commercial
Location: Markethill or Birkhill (full time 8-5 - office based - may consider hybrid)
About the Role
We are looking for a proactive and driven Customer Feedback Team Leader to champion the voice of the customer across our business. This is a hands-on leadership role where you will oversee the collection, analysis, and response to customer feedback, ensuring insights translate into meaningful improvements across our products, services, and customer experience. You will lead and develop a dedicated team, drive performance against KPIs, and work closely with cross-functional departments to ensure customer feedback shapes business decisions.
Key Responsibilities
- Customer Feedback & Insights
- Collect, categorise, and analyse customer feedback to identify trends, pain points, and opportunities
- Produce and present regular reports on customer sentiment and satisfaction metrics
- Respond to customer feedback where appropriate, ensuring concerns are acknowledged and resolved professionally
- Track progress of feedback initiatives and ensure timely resolution of issues
- Drive root cause analysis to support continuous improvement and cost control
- Act as a key liaison between customers and internal teams including Sales, Operations, Transport, Quality, and Customer Service
- Clearly communicate insights and recommendations to stakeholders
- Escalate key risks, trends, and issues to senior leadership
- Lead, coach, and develop the Customer Feedback team
- Conduct regular 1-2-1s and performance reviews
- Set objectives aligned with business KPIs and monitor progress
- Manage team workflow to ensure feedback is handled within SLA targets
- Oversee absence management, engagement, and performance
- Identify and prioritise improvement opportunities based on customer insights
- Recommend and implement strategies to enhance the customer experience
- Support business-wide continuous improvement initiatives
- Stay up to date with customer feedback tools and best practices
Requirements
About You
- Essential:
- Proven experience leading or supervising a team
- Minimum 2 years’ experience in a customer service, support, or feedback-focused role
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management abilities
- Highly organised with strong attention to detail
- Proficient in Microsoft Office, particularly Excel and Word
- Self-motivated with the ability to work both independently and collaboratively
- Experience dealing with customers and members of the public
Customer Feedback Team Leader in Turriff employer: HARBRO LTD
Contact Detail:
HARBRO LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Feedback Team Leader in Turriff
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend jotting down key points about how your experience aligns with their values. This shows you’re genuinely interested and ready to contribute!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family. We can’t stress enough how important it is to articulate your thoughts clearly and confidently when discussing your skills and experiences.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Feedback Team Leader in Turriff
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Feedback Team Leader. Highlight your leadership experience and any relevant customer service roles you've had. We want to see how your skills align with our needs!
Showcase Your Achievements: When writing your application, don’t just list your responsibilities. Share specific examples of how you’ve improved customer feedback processes or led a team to success. We love seeing tangible results!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at HARBRO LTD
✨Know Your Customer Feedback
Before the interview, dive deep into understanding customer feedback processes. Familiarise yourself with common tools and methodologies used in collecting and analysing feedback. This will show your proactive approach and readiness to champion the voice of the customer.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams. Think about specific situations where you coached team members or drove performance against KPIs. Be ready to discuss how you handle team dynamics and ensure everyone is engaged and performing well.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since this role involves liaising with various departments, demonstrate your ability to communicate insights effectively. Use examples from your past experiences to illustrate how you've successfully communicated complex information to stakeholders.
✨Emphasise Continuous Improvement
Be prepared to discuss how you've identified and implemented improvement opportunities in previous roles. Highlight your analytical skills and how they’ve contributed to enhancing customer experiences. Showing a commitment to continuous improvement will resonate well with the interviewers.