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- Tasks: Lead a dynamic team to create exceptional customer experiences and handle complex queries.
- Company: Join WM Armstrong Ltd, a fast-paced company focused on service excellence.
- Benefits: Competitive salary, life insurance, pension scheme, and health benefits.
- Why this job: Be the driving force behind a passionate team and make a real impact daily.
- Qualifications: Experience in customer service and leadership skills are essential.
- Other info: Exciting opportunity with career growth in a supportive environment.
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 Armstong 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.
Customer Experience Team Leader in Glasgow employer: Wm Armstrong (Longtown) Ltd
Contact Detail:
Wm Armstrong (Longtown) Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Team Leader in Glasgow
✨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 interviews to demonstrate your capability as a Customer Experience Team Leader.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences at WM Armstrong Ltd and any tips they might have for you. This can give you insider knowledge and potentially a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about the role. Don’t forget to follow up after applying; a little nudge can go a long way!
We think you need these skills to ace Customer Experience Team Leader in Glasgow
Some tips for your application 🫡
Show Your Leadership Skills: Make sure to highlight your leadership experience in your application. We want to see how you've motivated and guided teams in the past, especially in customer service roles. Share specific examples that demonstrate your ability to lead and inspire others!
Tailor Your Application: Don’t just send a generic application! We love it when candidates take the time to tailor their CV and cover letter to our job description. Mention how your skills and experiences align with the responsibilities of the Customer Experience Team Leader role.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points where necessary and make sure to proofread for any typos or errors before hitting send!
Apply Through Our Website: We encourage you to apply through our website for the best chance of being noticed. It’s super easy and ensures your application goes directly to us. Plus, you can find more details about the role and our company there!
How to prepare for a job interview at Wm Armstrong (Longtown) Ltd
✨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 questions that assess your problem-solving skills and decision-making abilities. Think of specific situations where you've handled complex customer queries or complaints. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨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 determine if it's the right fit for you.
