Customer Experience Team Leader - National Accounts

Overview

Lead and develop a customer experience team, ensuring service quality and performance.

Key Responsibilities

• performance monitoring
• data analysis
• process improvement
• resource planning
• customer experience
• team leadership

Tasks

-Managing performance effectively, including having challenging conversations and implementing performance improvement plans when necessary -Conducting return-to-work meetings and managing absence in line with company policies -Championing sustainability initiatives within the office, including increasing recycling output -Fostering cross-functional collaboration with teams and departments to ensure seamless, integrated service delivery -Identifying training needs and coordinating development opportunities for your team -Fostering a culture of continuous improvement, collaboration, and customer-first thinking -Ensuring contractual commitments are met and exceeded wherever possible -Owning the customer experience for all interactions managed by the team, ensuring consistent excellence across every touchpoint -Collaborating with fellow Team Leaders to challenge the status quo and drive collective excellence, refusing to accept 'good enough' and instead pursuing continuous improvement through mutual support, shared accountability, and a unified commitment to exceptional delivery across the entire department -Driving employee engagement and retention through effective leadership and team-building activities -Organising and supporting team engagement events to boost morale and create a positive working environment -Representing the Customer Experience Team with professionalism and authority in all customer-facing communications -Leading performance accountability for both your designated sector and the wider department, driving results that align with agreed KPIs, SLAs, and contractual obligations -Managing a team of direct reports, providing day-to-day leadership, coaching, support, and training to ensure the highest standards of performance -Leading by example and demonstrating the behaviours and standards expected within the team -Attracting, retaining, and coaching new team members to support continuous team development -Managing productivity, quality standards, and service levels to meet agreed KPIs and SLAs -Monitoring real-time performance, including call volumes, wait times, and service levels -Supporting recruitment, onboarding, and retention of team members -Supporting resource planning and ensuring adequate coverage across all shifts -Implementing process improvements to enhance customer experience and operational efficiency -Conducting regular one-to-ones, performance reviews, and development conversations with team members -Identifying trends, issues, and opportunities for improvement through data analysis -Championing the voice of the customer at all levels within Veolia, proactively escalating concerns and advocating for customer-centric solutions -Cultivating strong, collaborative partnerships with key stakeholders across the business, including Heads of Departments and senior leadership -Accessing and analysing daily reports to monitor team and individual performance

Requirements

• people management
• communication
• google office
• nvq level3
• customer service
• stakeholder management

What You Bring

-Demonstrated people management experience including conducting one-to-ones, performance reviews, and performance management -Exceptional communication and interpersonal skills with the ability to adapt your style to different audiences -Proactive, solution-focused approach with the ability to implement process improvements -Ability to analyse data and reports to identify trends, issues, and opportunities for improvement -Flexibility and willingness to travel to other Veolia sites or customer locations as and when required to support business needs -Customer-focused mindset with experience handling escalations and complex customer situations -Proficiency in using Google Office Applications and the ability to learn new systems quickly -Understanding of business finance, customer profitability, and commercial awareness -Demonstrating agility and accountability in meeting the evolving demands of a dynamic and growing customer base -Proven experience in a customer service leadership or supervisory role with a track record of managing and developing teams -Ability to remain calm under pressure and make sound decisions in challenging situations -Strong organisational and planning skills to manage competing priorities and ensure team coverage -Relevant qualifications such as NVQ Level 3 in Customer Services or Leadership & Management (or equivalent) -Participating in strategic customer meetings and managing high-level escalations with diplomacy and expert resolution skills -Strong coaching and mentoring abilities with a passion for developing others and building high-performing teams -Experience managing operational metrics, including productivity, quality, and service levels -At least 5 GCSEs grade C or above, including Maths and English (or equivalent) -Excellent leadership skills with the ability to motivate, inspire, and hold team members accountable -Strong stakeholder management skills with the ability to work effectively with Heads of Departments and senior leaders -Experience supporting recruitment, onboarding, and retention initiatives -Experience having challenging conversations and managing performance improvement processes with professionalism and empathy -Right to work in the UK

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Benefits

-25 days of annual leave -Creating an inclusive, supportive culture where team members can thrive and reach their full potential -Ongoing training and development opportunities, allowing you to reach your full potential -Access to our company pension scheme -One paid day's leave every year to volunteer and support your community -Discounts on everything from groceries to well-known retailers -Facilities parking and subsidised lunch -Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to

About Veolia

-Born as a water services pioneer in 1853, evolved into a global environmental leader. -A major merger with Suez in 2021 solidified its global presence and service capabilities.

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