Customer Experience Sales Lead

The Customer Experience Sales Lead is a hands\-on role providing day\-to\-day floor support, guidance and coaching to Customer Service Advisors.

The role acts as a key point of support on the customer service floor, helping advisors resolve queries, deal with more complex customer situations and maintain a consistently high standard of customer service, working closely with the company to identify issues and opportunities for improvement.

A key part of the role is also supporting the commercial performance of the Customer Service team, helping advisors identify appropriate upselling, cross\-selling and customer retention opportunities to increase sales and average basket value while maintaining a positive customer experience.

Key Responsibilities

Floor Support \& Advisor Guidance

• Provide visible, real\-time floor support to advisors, assisting with complex queries, escalations and difficult customer situations.


• Guide advisors towards the correct processes and solutions, building their confidence and ability to resolve queries independently.


• Support the team during busy periods and identify recurring issues or areas where additional guidance is required.

• Coach advisors to identify appropriate upselling, cross\-selling and customer retention opportunities during customer interactions.


• Help drive sales and average basket value through relevant product recommendations, upgrades, accessories and effective objection handling.


• Lead by example and share successful sales and retention techniques to improve overall team commercial performance.

• Lead by example in delivering excellent customer service and support with complex or escalated customer queries.


• Promote a customer\-first approach while balancing customer needs with the commercial objectives of the business.


• Identify recurring customer issues and opportunities to improve the overall customer journey and experience.

• Provide real\-time coaching, guidance and constructive feedback to Customer Service Advisors.


• Support new starters and existing advisors in developing their product knowledge, confidence, customer service and sales skills.


• Work with Operational Trainers and management to identify knowledge or performance gaps requiring additional training.

• Help maintain consistent customer service, quality and sales standards across the team.


• Identify recurring process issues, customer trends and opportunities to improve efficiency or performance.


• Support the implementation of new processes, products, systems and ways of working.

• Make day\-to\-day operational decisions within established procedures.


• Prioritise coaching, training and operational support activities.


• Identify performance and development needs and recommend appropriate interventions.


• Escalate operational issues where necessary.


• Recommend improvements to systems, processes and customer service delivery.

· Strong customer service experience with a commercial confidence in sales, upselling and customer retention.

· Excellent communication, coaching and problem\-solving skills with the confidence to support colleagues and manage challenging customer situations.

· Proactive, organised and able to identify opportunities to improve customer experience, advisor performance and commercial results

Pay: £25,000\.00\-£30,000\.00 per year

Benefits:

• Company pension


• Employee discount


• Free parking


• On\-site gym


• On\-site parking

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