Customer Experience Team Lead

Reporting to the regional Customer Communications Manager, you will be responsible for organising the day-to-day operations for your team of CE advisors, and be the go-to person for any questions or support they might need whilst assisting customers.

You will monitor the daily performance across multiple contact channels, and collaborate closely with our internal fulfilment teams to ensure that all orders and customer enquiries are processed as efficiently as possible. You will resolve complaints and perform quality assurance checks on your team's interactions with our customers to ensure service excellence.,

• Manages the day-to-day operations of their respective regional CE Team, organising daily rota's, lunch and break times and ensuring adequate coverage across contact channels


• Actively monitors Aircall and Intercom contact volumes and makes tactical resource management decisions when necessary


• Allocates CE resources to specialist roles or cases requiring additional care and attention


• Acts as second point of escalation for customers complaints and complex cases (first being Senior Advisors)


• Responsible for Regional Trustpilot reviews (public responses & investigations)


• Acts as a role model for Team Members


• Responsible for 'Awaiting payments' admin


• Responsible for raising tickets to Ops/Pricing, via Jira, for Regional Teams


• Performs coaching for team members where appropriate


• Performs Daily Quality Assurance checks on Customer Contact across all platforms

Works with regional Customer Communications Manager to tailor specific and individual performance plans for team members

• Collaborates closely with internal operational teams and logistics partners to expedite and escalate cases when necessary


• Facilitates CE training for new starters and ongoing technical training where required


• Flags internal/external Help Centre knowledge content for review and updates


• Stays up-to-date with MPB inventory product knowledge


• Supports regional Customer Communications Manager to achieve strategic team goals
  
  Customer Experience /Service Background.


• Leadership background


• Familiar with Customer Support messaging tools and platforms


• Skilled communicator who thrives on proactively managing complex issues through to resolution.


• Highly organised with ability to prioritise and re-prioritise tasks according to level of urgency / business impact.


• Tech-savvy with the ability to navigate and troubleshoot across multiple products / platforms, Educated to Degree level


• Leadership or Senior Advisor experience


• Experience with Training and/or Quality Assurance


• Photographic product knowledge would be an advantage
  
  We are MPB, the world's largest online platform for used photography and videography equipment. Our platform transforms the way that people buy, sell and trade in photo and video kit. MPB is a destination for everyone, whether you've just discovered your passion for visual storytelling or you're already a pro.


MPB has always been committed to making kit more accessible and affordable, and helping to visualise a more sustainable future. We recirculate more than 500,000 items of used kit every year, extending the life and creative potential of photo and video equipment for creators around the world.

Headquartered in the creative communities of Brighton, Brooklyn and Berlin, the MPB team includes trained camera experts and seasoned photographers and videographers who bring their passion to work every day to deliver outstanding service. Every piece of kit is inspected carefully by our product specialists and comes with a six-month warranty to give our customers peace of mind that buying used doesn't mean sacrificing reliability.

MPB is supported by several world class investors, including Vitruvian Partners from London and Acton Partners from Munich. As a growth business, MPB has been listed several times in both The Sunday Times Tech Track 100 and the FT1000 list of the Europe's fastest growing businesses.

You'll be working in a highly collaborative, cross-functional environment that includes local and global teams. We recognise the benefit of inclusive practices to better build a diverse community here at MPB. Our commitment to ensuring inclusion fuels and connects us as one with the diverse community of visual storytellers that we serve.

MPB customers come from all walks of life, and so do we. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of family makeup, race, sexuality, religion, gender identity, disability or age. At MPB, every employee has the opportunity to make an impact and grow.

The Opportunity

At the heart of the Customer Experience Team, our Team Leaders are subject matter experts on all systems, operational workflows and policies related to the customer journey at MPB.

For our full list of benefits, please check out our 'UK Benefits' section of the career page. Here are a few of the perks on offer here:

• 25 days annual leave + bank holidays


• 4% employer contributory pension scheme


• Private healthcare


• Access to EAP with a range of employee discounts


• Buzzing social calendar


• Dog friendly workplace.


• Bespoke Learning Management System - the MPB 'Learning Lab' with access to thousands of free courses to upskill in any areas you'd like; whether personally or professionally.


• 2 volunteer days for charity which aligns with MPB values, £34,000 per year