Customer Experience Team Leader

Location: The role will primarily be based from our Head office in Lancaster, however flexible working options can be discussed

Contracted Hours: 35 hours per week Monday to Friday (flexible working options considered)

Do you thrive in a dynamic environment? Are you passionate about delivering exceptional customer experiences? The Ascentis group of companies is seeking a passionate and dynamic Customer Experience Team Leader (CETL) to drive exceptional customer journeys and lead our dedicated team.

About the Role

As the Customer Experience Team Leader, you will be instrumental in shaping our customer service strategy and ensuring a high level of satisfaction at every touchpoint. Reporting to the Marketing Manager, you will oversee the Customer Experience Team, manage customer communications, and ensure smooth operations during peak times.

Your leadership will be key to optimising team performance and maintaining our commitment to excellence. You will be responsible for guiding and developing your team, fostering a culture of continuous improvement, and ensuring our service level agreements (SLAs) are upheld. Additionally, you will collaborate with various departments to enhance the customer journey, from brand awareness to resolving queries.

This role involves streamlining workflows, introducing new technologies, and providing strategic recommendations to improve efficiency and customer satisfaction.,

• Lead and Develop: Inspire and guide the Customer Experience Team, fostering a culture of excellence and continuous improvement.


• Enhance Customer Journeys: Oversee all aspects of the customer journey, from brand awareness to resolving queries, ensuring customers receive top-notch support.


• Optimize Operations: Manage resources effectively to provide full coverage across all communication channels and support event management.


• Drive Efficiency: Streamline workflows, introduce new technologies, and coach your team to enhance efficiency and customer service.


• Resolve Issues: Address and solve any customer complaints or operational obstacles, maintaining our high standards of service.


• Strategise and Implement: Create and execute a customer service strategy in collaboration with the Marketing Communications Manager.
  
  We're seeking individuals with a passion for customer service and proven experience in leading teams to achieve high performance. The ideal candidate will have strong problem-solving skills, the ability to work collaboratively across departments, and a drive to continuously improve processes and customer satisfaction.
  
  We are proud to be one of the UK's leading educational charity groups, encompassing an awarding organisation, a provider of dyslexia intervention software and an online training organisation. Our enthusiastic people bring genuine passion and natural energy to everything that they do and through their infectious energy they transform the lives of thousands of people each year through the power of education. It has never been a more exciting time to join us as we continue on our journey of growth across the UK and overseas.


We are made up of brilliant people, unique in terms of background, personality, characteristics, experience and skill. We value our people for the differences they bring to the table and believe this diversity is powerful. We are an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.


• 25 days annual leave plus 8 public holidays, plus an additional day off on your Birthday after completion of probation period, days gifted during the Christmas period, increased annual leave with long service and an Annual Leave Purchase Scheme. Potential of up to 43 days of annual leave.


• Competitive pension benefits, including a salary sacrifice scheme


• Tailored learning and development opportunities


• Incremental service benefits as a family-friendly employer, including enhanced Maternity, Paternity, Shared Parental and Adoption Leave and Pay, Sick Pay, Life Insurance, and Compassionate Leave with Pay


• Access to informal flexibility, allowing you to flex your working times and location where viable


• Reward and recognition scheme, regular team building, fun charity fundraising activities


• Access to state-of-the-art office and break facilities, including pool table, Xbox, outdoor seating, dressing room, Harry Potter reading room, employee library and more


• Free luxury bean-to-cup coffee, hot chocolate and tea provided


• Cycle to Work Scheme


• Technology purchase scheme


• Discounted gym membership


• 24-hour Employee Helpline and a proactive focus on wellbeing with initiatives such as massages at work.


• Aviva DigiCare+ health app with access to virtual GP appointments, annual health check and more



• Free parking


Do you like the sound of Ascentis, but think your skills might suit another role?