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Customer Experience Team Leader

2 weeks ago

Johannesburg, South Africa Babble Cloud Full time

**Company Description** Who are Babble?**

Babble Cloud is a leading cloud solutions provider based in the UK. They offer a wide range of services, including telephony, internet, cloud infrastructure, cyber security, and more. Babble focuses on providing scalable, secure, and cost-effective solutions to help businesses enhance productivity, collaboration, and continuity.

About Us | Leading UK Cloud Solutions Provider | Babble

**Job Description** Join Our Dynamic Team as a Customer Experience Team Leader**

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you

**What will you be doing?**

The Customer Experience Team Leader is responsible for the management of the Customer Experience Executives (CXE), to ensure efficient and effective management of the customer experience process. You will play a key role in driving CX within the business. Owning training, 1-2-1’s, reporting, development and performance for all team members.

**Main Accountabilities**:

- Team Leadership:

- Lead, motivate, and mentor a team of CXE’s (up to 8 members).
- Manage the goals and targets set for the team and monitor performance through weekly KPI’s and reporting monthly to the Senior Customer Experience Manager
- Provide coaching and training to team members to enhance their skills and productivity.
- Conduct regular performance reviews
- Act as point of escalation for your team
- Process Management:

- Monitor all case queues for your team, ensuring response and targets are met.
- Continuous improvement of processes within the team, but also working with other CXE managers in the business
- Investigate and resolve any discrepancies
- Responsible for the adherence to processes within your team
- Ensure everyone understands Goals and Objectives and measure against OKR’s
- Customer Relationship Management:

- Assist and support the team to build and maintain positive relationships with customers to facilitate prompt responses and resolve issues. Ensuring that other departments are adhering to the customer experience standards we have set.
- Ensure we are communicating effectively with customers regarding issues and we are facing difficult conversations in a timely manner.
- Collaborate with internal teams to address and resolve customer concerns and improve processes.
- Reporting and Analysis:

- Prepare regular reports on your team's activities, including analysis, individual and team performance.
- Analyse data to identify trends and highlight areas for improvement in the processes.
- Provide recommendations to management for improvement.
- Create a positive and supporting work environment where the team feel valued and motivated
- Compliance:

- Ensure compliance with processes.
- Act as a liaison between team and management communicating updates and concerns

**Person Specification**:

- Proven experience in customer service, with at least 3 years in a management or supervisory role.
- Strong knowledge of customer services standards and SLA adherence measurements
- Excellent leadership and team management skills.
- Effective communication and interpersonal abilities.
- Analytical mindset with the ability to interpret data and trends.
- Experience of working within Salesforce and Halo would be beneficial.

Working Conditions:

- Office-based, working business hours.

**What else looks good for this role**:

- Strong team ethic
- Willingness to learn and ability to adapt

**Qualifications**
- Proven experience in customer service, with at least 3 years in a management or supervisory role.
- Strong knowledge of customer services standards and SLA adherence measurements
- Excellent leadership and team management skills.
- Effective communication and interpersonal abilities.
- Analytical mindset with the ability to interpret data and trends.
- Experience of working within Salesforce and Halo would be beneficial.

**Additional Information** Why work for Babble?**
- Risk cover; covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits
- 22 days holiday Balance PLUS UK Bank Holidays - with increased annual leave based on length of service
- 5% allowance based on basic salary that can be towards Medical Aid.
- We work a 9-day fortnight - every other Friday off.
- UPS provided to assist with load shedding (2-4hrs power for a laptop)
- Babble issued laptop
- Annual Company Celebrations

**Home-Working Policy**
- Your location will be home based, and you will require stable internet connection.
- It will be your responsibility to have a solution in place to mitigate loadshedding to ensure you are able to work your normal shifts effectively, working from a public space is not deemed a acceptable solution.
- As a home worker we expect you to