Customer Experience Team Leader

Imagine yourself in a role where your professional growth and creativity are championed every step of the way. Opus is the UK’s largest independent Managed Service Providers, recently ranked as “World class” by the Best Companies to work for awards.

Make an impact in our Customer Experience team

The Customer Experience Team Leader role will be managing the day-to-day running of the Service Desk promoting and conducting exemplary customer satisfaction standards.

Additionally, you will be responsible for:

• Customer feedback and Insight
• Quality Management
• Overflow cover of the Service desk during periods of increased demand
• Reviewing Service desk processes to ensure continual improvement is maintained
• Being the point of escalation ensuring the customer is always kept updated
• Taking ownership of customer complaints and feedback as well as any service-related Major Service Outages (MSO)
• Maintaining all Service Desk supplier portals
• Providing team members with relevant training
• Provide agreed KPI and statistic reports as well as Adhoc project work
• Taking ownership of our Touch point calls and analysing and reporting on that date to the Head of Service Delivery

Salary £40-£45k DOE

25 Days Holiday + 8 Bank Holidays

Hybrid working for a good work/life balance (3 days in our Reigate office)

The talents we are excited to see

You will have the following experience/skills:

A proven track record to deliver great customer service

Proven ability to lead a team and deliver great results.

At least 5 GCSE’s Grades at ‘C’ level or above including Maths and English

PC literate, IT Microsoft office proficient and exposure to databases preferred

Customer service/account management

Experience in Telecoms preferred but not essential.

High level of personal motivation & ability to communicate at all levels

Your exclusive benefits

A comprehensive Private Healthcare and Cash Plan

Entry to the £3,000 quarterly Dreamball draw

Regular fully funded companywide events

Complimentary daily breakfasts in the office

Monthly ‘outstanding performer’ accolades

Pension and life insurance

Personalised training and development pathways

Enriching paid volunteering days

A rewarding Refer a friend scheme (£1,000)

The flexibility to adjust your holiday allowance

Where your values align with ours

Work together to win together

Be brave and think differently

Own it and never give up

Strive to be the best

Stay curious and keep learning

Meet Opus

Established in 1992, we are different to the rest, priding ourselves on being a customer-driven and service-led technology provider. Our focus is delivering tailored technology with purpose and building long-term partnerships with our clients.

In 2023, we launched the next phase of our ambitious growth strategy with the goal of doubling our turnover by 2026. We're on track to meet this target, and we're seeking top talent like you to join us on this exciting journey.

By joining Opus, you embark on an exhilarating journey filled with impactful projects and continuous professional development, empowering you to expand your expertise and leave a significant mark on businesses nationally.

If you're ready to be part of a dynamic team and help us reach new heights, we'd love to hear from you.