Customer Experience Team Lead

Job Title

Customer Experience Team Lead

Job Description Summary

Job Description

About the business

A CXC Team Leader manages a team of customer experience consultant that receive and action requests for facility services at our clients’ properties. Requests may be obtained from multiple channels including phone, email and through mobility applications and can be extremely varied in nature and circumstances. Request activation requires the allocation of the required works to suitable service providers and follow up to obtain quotes, delegate approval and work status updates.

The Team Leader plays a front-line role in ensuring qualitative customer outcomes are realised. Whilst there remains a focus on the smooth operation of transactional processes a key focus of the role is to ensure that the consultant team provide high quality, consistent customer interactions. Genuinely helping our customers and making the experience effortless for them. Adaptability and an ability to think laterally to achieve the best customer and business outcomes is paramount.

What you will be doing

• Lead and be accountable for the performance of the group of consultants reporting to you, ensuring they perform to operational timeframes and all applicable customer service levels required.
• Actively manage the consultant team and ensure a clear operating rhythm is place;
• Provide timely, real-time support and advice to consultants on the correct treatment of complex or non-standard customer service requests;
• Promptly notify the workforce management team of any staff absences or issues
• Continuously help develop our people to their full potential through leadership, coaching, training, and mentoring to and improve their knowledge and skills;
• Contribute to a positive customer experience by displaying a positive and supportive attitude and through the active participation in performance and quality frameworks, coaching and training.
• Actively contribute to team performance through positive participation in meetings and support of colleagues

Skills and Experience

To be considered for this position you will bring customer service experience in a similar environment. Minimum requirements include:

• Adaptability and an ability to think laterally to achieve the best customer and business outcomes;
• Experience in a customer care center
• Self-directed and proactive attitude to work;
• Excellent listening, questioning, written and verbal communication skills;
• A proven ability to build strong relationships that result in stakeholder satisfaction;
• A great “People person” & desire to genuinely make things better;
• Empathetic style;
• Multi-tasker – able to seamlessly switch between activities whilst maintaining quality outcomes;
• Personal Leadership – accountability for holding self to high standards

Why join Cushman & Wakefield?

As one of the leading global real estate services firms transforming the way people work, shop and live working at Cushman & Wakefield means you will benefit from

• Competitive salary and opportunity for career progression
• 4 weeks annual leave a year (pro rata for part time employees)
• Being part of a growing global company
• A Supportive and flexible environment;
• A workplace which promotes diversity and inclusion in everything we do

As an equal opportunity employer, Cushman & Wakefield encourages Aboriginal and Torres Strait Islander and female candidates to apply. Cushman & Wakefield promotes safety at all times.