Customer Experience Team Leader

Posted 08 November 2024
- LocationKuala Lumpur
- Job type Permanent
- Discipline Customer Success
- ReferenceJ13523

**Job description**:
We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow. Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them. What does Access offer you? We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career. On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you. About the role: We’re hiring Customer Experience Team Leads to manage a successful Customer Experience team and to make a difference to both our customers and teams. These are exciting and brand new roles, where you will provide support to customers in Asia, Australia and the UK Core hours will be between 9.00am and 6.00pm, however due to the nature of the role and the customers you will support, we are looking for flexibility around working hours. About you: You are a self-motivated leader with experience managing a successful Customer Experience team and you are looking to join our Customer Experience leadership team and make a difference to both our customers and teams. You innovative and challenge the current methods by suggesting and driving alternatives to improve service and support our customer brand. Day-to-day, you will: - Manage and lead a team, motivating them and driving their performance - Ensure the quality of service meets our high Customer Experience standards by delivering against and exceeding team performance, SLA’s and other KPI’s - Take initiative and support continuous improvement of our customers experience by proactively identifying and researching potential challenges and devising solutions - Encourage a learning environment to develop and retain our talent by coaching the team and ensuring they feel motivated through praise and recognition. - Ensure the teams and individual training needs are met and they have the tools and processes required to deliver a high-quality service. - Foster a customer focussed environment with clear responsibilities and expectations for the team. - Act as an escalation point for customer complaints. - Represent Access at customer meetings and presenting a positive professional image. As a well-rounded Customer Experience Team Leader, your Skills and Experiences likely include: - A solid experience of service delivery, ensuring your team understands the customer needs and delivers the expected outcomes. - You are a role model for best practice and actively promote it. You deliver value to the business, effectively, efficiently and to a high standard. - You are flexible and pragmatic with, an ability to self-plan and respond to shifting priorities with a strong delivery focus. - Ability to grasp new contexts, think beyond traditional solutions and challenge the status quo. - A strong communicator, confident, clear and warm with a flexible and constructive approach to customers and to the team alike. - You work at pace, are goal orientated and have a strong delivery focus. What are we all about? The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace. At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us We wholeheartedly believe in equality for all and the transformative power of diversity. Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together. Love Work. Love Life. Be You.