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- Tasks: Lead a dynamic team to deliver exceptional customer experiences and support daily operations.
- Company: Join WM Armstrong Ltd, a company dedicated to service excellence and teamwork.
- Benefits: Competitive salary, life insurance, health schemes, and a company pension.
- Why this job: Be the driving force in creating standout customer experiences every day.
- Qualifications: Experience in customer service and leadership skills are essential.
- Other info: Fast-paced environment with opportunities for personal and professional growth.
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.
Customer Experience Team Leader in Uddingston 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 Uddingston
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Experience Team Leader role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to leadership and customer service. We recommend doing mock interviews with friends or family to build your confidence and refine your answers.
✨Tip Number 3
Showcase your passion for customer experience during interviews. Share specific examples of how you've led teams or improved service standards in previous roles. This will help you stand out as a candidate who truly cares about delivering excellence.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at WM Armstrong Ltd.
We think you need these skills to ace Customer Experience Team Leader in Uddingston
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 settings.
Tailor Your Application: Don’t just send a generic CV! Tailor your application to reflect the specific skills and experiences mentioned in the job description. We love seeing candidates who take the time to connect their background with our needs.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured applications that make it easy for us to see your qualifications and enthusiasm for the role.
Apply Through Our Website: Remember to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out!
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 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 those experiences.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the company's approach to customer service excellence, or how success is measured in this role. This shows your genuine interest and helps you gauge if the company is the right fit for you.
