Multichannel Customer Experience Team Lead

Responsibilities

• We’re building a new Multichannel Customer Team to deliver high-quality customer experiences across a range of contact channels including phone calls in and outbound across customer service and buying, emails, and more
• This is a hands‑on leadership role, where you’ll drive performance, quality, and customer satisfaction — ensuring that your team delivers consistently excellent service across all channels. You’ll balance day‑to‑day operational oversight with coaching, development, and continuous improvement
• The role requires someone who is confident in managing across multiple platforms, experienced in leading people through change, and passionate about building a culture of ownership, care and adaptability
• Lead, coach, and support a team of Multichannel Advisors, ensuring high levels of engagement, morale, and performance
• Conduct regular 1:1s, quality reviews, and team meetings, QA’s under People Management
• Identify skills gaps and deliver targeted coaching or training
• Set clear goals and expectations, and ensure accountability
• Support onboarding and upskilling of new team members
• Monitor team performance across all channels, communication channels with the customer, and lead your team to high performance and productivity
• Ensure customer SLAs and KPIs (response times, quality, customer satisfaction) are consistently met or exceeded
• Manage scheduling, workload balancing, and resource planning to meet contact demand
• Handle real‑time escalations, complaints, or complex queries as needed
• Identify recurring issues, friction points or inefficiencies, and contribute to service improvements
• Provide feedback to wider teams on customer pain points, product/service issues, or process improvements
• Support the implementation of new tools, processes, and systems within the team
• Collaborate with other team leaders and departments to ensure seamless end‑to‑end customer experiences
• Lead and be part of the development of the new team, sharing ideas, best practices, suggestions so that this is a success
• Drive and lead in data that shows customer demand, trends utilising lean processes to be more effective and aid performance

Qualifications

• Proven experience in a customer service/contact centre leadership role minimum 2 years
• A solid understanding of multichannel environments and customer expectations across phone, email, chat, etc
• Confident using data to monitor team performance and drive improvement
• Highly organised, calm under pressure, and solution‑focused
• Excellent communication skills — empathetic, clear, motivating
• Strong people leadership and coaching skills, with the ability to bring out the best in others
• Comfortable with change, and able to lead others through transitions
• Familiarity with CRM and contact centre technologies
• Experience in sales

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