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For Companies At a Glance
- Tasks: Lead a dynamic team to create exceptional customer experiences and ensure service excellence.
- Company: Join WM Armstrong Ltd, a company dedicated to outstanding customer service.
- Benefits: Enjoy a competitive salary, life insurance, and a company pension.
- Why this job: Be the driving force behind a passionate team in a fast-paced environment.
- Qualifications: Experience in customer service and leadership skills are essential.
- Other info: Opportunity for growth in a supportive and collaborative workplace.
The predicted salary is between 29000 - 31500 £ per year.
Are you a natural leader with a passion for people, service excellence, and creating standout customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, WM Armstrong Ltd wants you to join our team as a Customer Experience Team Leader!
About the Role
As a Customer Experience Team Leader, you'll be the driving force behind our on-site Customer Experience team in Uddingston. You will be the onsite go-to person for day-to-day support, quality standards, and team coordination. You'll ensure enquiries are handled efficiently, SLAs are met and ensure the Customer Care Advisors are empowered to deliver outstanding customer care. This role blends leadership, coaching, workflow management, and hands-on customer interaction ideal for someone who loves variety and responsibility. This is an onsite role, working 40 hours per week, Monday to Friday between the agreed hours 08:00 - 18:00.
Benefits Included
- Salary range - £29,000 - £31,500 based on experience and skills
- Life insurance
- Medicash scheme
- Sickness scheme
- Company Pension
Key Responsibilities
- Lead and support Customer Care Advisors with daily coaching and guidance
- Allocate and monitor workloads to ensure SLA performance
- Run daily team huddles and communicate service updates
- Carry out quality checks on calls, emails and case notes
- Support 1:1s and provide structured feedback
- Handle complex queries and customer complaints
- Oversee mailbox activity and workflow priorities
- Collaborate with Operations, Sales, Transport and Accounts teams
- Support accurate CRM records, reporting and trend identification
- Step in to assist with customer enquiries during busy periods
Requirements
- Experience in a customer service or customer-facing environment
- Previous supervisory, senior advisor or team leadership experience
- Strong communication and coaching skills
- Highly organised with excellent attention to detail
- Confident decision maker with a problem-solving mindset
- Comfortable working in a busy, fast-paced setting with SLAs
- Good knowledge of CRM/ticketing systems and Microsoft Office
- Experience in transport/haulage is a bonus, not essential
- GCSEs (or equivalent) including English and Maths essential
- NVQ (or equivalent) in Customer Service or related discipline preferred
If you are interested in this exciting opportunity, please click the Apply Button now.
As part of our commitment to safety and wellbeing, applicants will be asked to complete a routine drug and alcohol test during the interview and assessment process. If you have not received a response from us within four weeks of submitting your application to us, please consider your application unsuccessful on this occasion as unfortunately, we are not able to respond to all candidate applications as we would wish. We reserve the right to close vacancies at any time once we have received sufficient applications, we advise you to submit your application as early as possible to avoid disappointment.
Locations
Customer Experience Team Leader in Glasgow, Scotland employer: Wm. Armstrong Limited
Contact Detail:
Wm. Armstrong Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Team Leader in Glasgow, Scotland
✨Tip Number 1
Get to know the company! Research WM Armstrong Ltd and understand their values, mission, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership skills! Think of examples from your past experiences where you've led a team or resolved conflicts. Be ready to share these stories during your interview to demonstrate your capability as a Customer Experience Team Leader.
✨Tip Number 3
Prepare for those tricky questions! Anticipate questions about handling difficult customers or meeting SLAs. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving mindset.
✨Tip Number 4
Don't forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows your enthusiasm and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Experience Team Leader in Glasgow, Scotland
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer service shine through! We want to see that you genuinely care about creating standout experiences for customers.
Tailor Your CV: Make sure your CV highlights relevant experience and skills that match the job description. We love seeing how your past roles have prepared you for this Customer Experience Team Leader position!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your key achievements and responsibilities are easy to spot!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at Wm. Armstrong Limited
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Experience Team Leader role. Familiarise yourself with the key responsibilities and think about how your past experiences align with them. This will help you articulate your fit for the position.
✨Showcase Your Leadership Skills
As a natural leader, it's crucial to demonstrate your leadership style during the interview. Prepare examples of how you've successfully coached and supported team members in the past. Highlight your ability to motivate others and manage workloads effectively.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and decision-making abilities. Think of specific situations where you've handled complex customer queries or complaints, and be ready to discuss the outcomes and what you learned from them.
✨Ask Insightful Questions
At the end of the interview, take the opportunity to ask thoughtful questions about the company culture, team dynamics, and expectations for the role. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.
