At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences and support their development.
- Company: Join Xplor Technologies, a global leader in innovative software solutions.
- Benefits: Enjoy flexible working, paid parental leave, and extra days for community volunteering.
- Other info: Be part of a diverse and inclusive workplace with excellent growth opportunities.
- Why this job: Make a real impact by guiding a passionate customer support team.
- Qualifications: Strong leadership skills and a passion for helping others.
The predicted salary is between 36000 - 44000 £ per year.
Xplor Technologies powers the experiences at the heart of everyday life. Through modern vertical software, embedded payments, and AI-powered capabilities, we help businesses in fitness, recreation, golf and club, field services, laundry, education, and other membership-based and service-based industries simplify operations, uncover insights, and elevate customer and member experiences.
About the opportunity
Our support team is critical to our success as a global business, and we strive to be role models for our customers. They are the first point of contact for our consumers and the voice of our trusted brand. We're seeking a Customer Service Team Lead in Newcastle who is looking to take the next step in their career at Xplor. Reporting to the Senior Manager, Customer Service, you'll be responsible for leading a regional team of Contact Support Advisors. You will provide leadership, management, and guidance, while effectively delegating and aligning core work to the team, overseeing their performance, and supporting individual and team development.
Job Description
- Provide assistance, support and coaching to Contact Support Advisors
- Be an escalation point for concerns raised by Advisors and consumers
- Contribute to the flow of internal communications to your teams from all internal departments
- Provide supervision and support to ensure all company standards and policies are adhered to and maintained
- Set goals for team members as required to support annual performance assessments
- Provide a support infrastructure to improve the quality of performance and improve the consumer experience
- Responsible for the management of team key performance indicators (KPIs), overseeing performance management, and reporting on team performance
- Conduct call quality reviews with team members, providing feedback to ensure continuous improvement of consumer services, being aware of trends and escalating where required
- Responsible for team delivery of ‘voice of the consumer’ to obtain and reflect consumer levels of satisfaction
- Remain up to date with relevant Data Protection Act/s and procedures, ensuring the team adhere to company procedures
- Ensure robust onboarding and offboarding processes are completed to support your team’s employee experience
What would make me a good candidate?
This role is for someone who is motivated by helping others and wants to bring out the best in our Customer Support team.
Values and Life at Xplor
Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:
- Find a better way
- Do the right thing
- Say it straight
- Win together
- Own the outcome
If these values sound like you, and describe people you want to work with, you will thrive at Xplor. As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.
Some of our perks and benefits are:
- Paid Parental Leave benefit programs
- #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
- Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
- Access to free mental health support
- Flexible working arrangements
We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process.
More about us
More than 130,000 businesses in 72+ countries rely on Xplor to run their day and get paid, processing over $47 billion in payments annually. Our connected ecosystem helps operators spend less time managing complexity and more time delivering the experiences that matter most.
Good to know
To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.
Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. We encourage applications from all sectors of the community. We make it a priority to respond to every applicant.
Customer Service Team Lead - Nights employer: Xplor Technologies
Xplor Technologies is an exceptional employer, offering a vibrant work culture in Newcastle that prioritises employee growth and development. With a commitment to diversity and inclusion, flexible working arrangements, and unique benefits like paid parental leave and volunteer days, Xplor empowers its team members to thrive while making a meaningful impact in their communities. Join us to lead a dedicated Customer Service team and be part of a global network that values collaboration and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Lead - Nights
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Xplor Technologies. 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 Xplor Technologies 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 Service Team Lead - Nights
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 Xplor Technologies:Your cover letter is your chance to shine! Tell us why you want to work at Xplor Technologies 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 Xplor Technologies!
How to prepare for a job interview at Xplor Technologies
✨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.
