Customer Experience Team Lead.

Location:  UK home-based

GoodShape transforms the way organisations manage the health and wellbeing of their employees. We’re driven by a simple belief – when you look after the health and wellbeing of your people, you can radically improve the performance of an organisation.

Over the past 16 years we’ve partnered with over 200 of the UK’s leading employers. We help simplify the management of unplanned absence, demonstrably reduce the main causes of absence, inform smarter workforce strategies through efficient resource planning and reduce the risks to employers and employees.

We bring together a powerful mix of technology and clinical services that are proven to deliver results. Our dedicated in-house team is on hand 24 hours a day, seven days a week, providing people with support and guidance when they need it most, minimising time off due to ill health, and when the time is right, ensuring every return to work is safe and compliant.

Our people act as ambassadors for GoodShape, embracing a promise-based culture and working hard to ensure that our values are upheld in everything that we do. In return, we create a vibrant, energetic working environment and will equip you with the skills, knowledge and tools to succeed.


About the role

The role of Customer Experience Team Lead is to lead, motivate and engage your team, driving exceptional performance in the Service Centre, working with autonomy to meet business and client objectives and achievement of SLAs.


Relevant Experience and Skills

You’ll have:

  • Desire to lead and motivate a team to achieve results and meet business objectives
  • Understanding of the use of technology to achieve service levels and deliver exceptional service
  • A love of dealing with people
  • Ability to work in a fast-paced customer service environment
  • Resilience and the ability to multi-task
  • Confident telephone manner and strong communication skills, able to quickly build a rapport with a customer
  • Ability to gather and accurately update information


Key Responsibilities:

  • Effectively lead a team of Customer Experience Associates to achieve Service Centre objectives and client SLAs
  • Support, coach and develop your team to achieve scorecard measures and business targets
  • Monitor service level achievement and pro-actively manage call queues to deliver an optimised service
  • Develop strategies together with the Quality and Training Teams to embed training and development plans, maintaining a motivated, well trained and engaged team
  • Uphold the GoodShape core values: Teamwork, Trust, Flexibility and Innovation
  • Take an active role in identifying areas to improve or recommendations for change to your Team Manager
  • Undertake other tasks and reasonable requests that may fall outside the remit of your role as directed by your line manager

This is by no means a definitive list, and from time to time the role may require the individual to support, drive and undertake tasks which fall outside of the formal job description.