Job Description
- *Unlock Your Potential in a Dynamic Customer Experience Team** Are you a passionate leader with a customer-centric mindset? Do you thrive in a fast-paced environment where no two days are the same? Look no further! arenaflex is seeking an exceptional Customer Experience People Lead to join our team for a 10-month fixed-term contract. As a key member of our Customer Experience team, you will lead a group of Customer Experience Specialists and Seniors in delivering outstanding support to our customers, while driving business growth and excellence. **Our Purpose** At arenaflex, we're dedicated to helping small businesses supercharge their growth by automating routine tasks, surfacing actionable insights, and connecting them with the right data, advisors, and apps. When we succeed, we're not only making life better for small businesses, but also building a stronger economy that can change the world. **How You'll Make an Impact** As a Customer Experience People Lead, you will be responsible for leading a team of Customer Experience Specialists and Seniors who are passionate about providing exceptional support to our customers. Your team will be the face of arenaflex, delivering outstanding support and guidance to small business owners, bookkeepers, and accountants through various contact channels. You'll be empowered to make decisions in the best interests of our customers and our business, while championing high levels of customer satisfaction and driving continuous improvement. **Key Responsibilities** * Participate in the local leadership team, driving the customer experience (CX) strategy and key results while collaborating with global peers to ensure cohesiveness. * Lead and motivate your team to build a high-performance culture, providing coaching and development to help them achieve their quality, satisfaction, and productivity goals. * Actively recruit and retain talented individuals, ensuring the team is well-equipped and aligned with our workforce planning requirements. * Play a key role in change leadership, ensuring that new initiatives are well-understood and successfully adopted by the team. * Provide outstanding leadership that balances empowerment and accountability, celebrating success and proactively managing underperformance. * Act as an advocate for our customers, engaging with them directly when required, managing escalations, and using their feedback to drive continuous improvement. * Collaborate effectively with supporting teams across arenaflex to deliver on the operating plan and equip your team to support business changes. * Proactively identify opportunities to improve our service and processes, ensuring our customers receive an exceptional experience while maintaining compliance and regulatory obligations. **What You'll Bring with You** * A people, performance, and customer-driven mindset, with a proven ability to balance the needs of your team with the goals of the business. * Strong coaching and leadership capabilities, along with a growth mindset that enables you to build great relationships. * Excellent communication skills, with the ability to give and receive feedback constructively and make confident decisions. * A natural role model for the team, demonstrating empathy, commitment, and a strong sense of curiosity. * Experience leading a team in a customer support environment and a proven ability to work to service level and quality targets. * Resilience and the ability to navigate areas of conflict in a positive and proactive manner. * Excellent verbal and written communication skills, with the ability to act as a brand ambassador. * Experience supporting the delivery of change and strong collaboration and influencing skills. **Why arenaflex?** * We offer a generous paid leave policy, allowing you to use your time however you'd like (plus statutory holidays!). * Dedicated paid leave to care for your physical and mental wellbeing, as well as an Employee Assistance Program to access mental health care for you and your family. * Free medical insurance, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value. **What's Next?** If you're a motivated and customer-centric leader who is passionate about delivering exceptional experiences, we want to hear from you! Apply now to join our dynamic Customer Experience team at arenaflex and take the first step towards unlocking your potential. **Apply Now** Don't miss this opportunity to join a company that's changing the world. Apply now to become a Customer Experience People Lead at arenaflex and start making a difference in the lives of our customers. Apply for this job