Customer Experience Team Lead

Reed Business Support are delighted to be partnering with a very well-established law firm in their search for a Customer Experience Team Lead to oversee and enhance the client journey across all touchpoints. You will be responsible for analysing feedback, identifying areas for improvement, and implementing strategies to improve client satisfaction and loyalty.

You will also manage the Customer Experience Team and ensure that client concerns and complaints are handled effectively, fairly, and in line with regulatory requirements.

• Lead initiatives to improve the overall customer journey and ensure a consistent, high-quality experience.
• Collect and analyse customer feedback to identify trends and areas for improvement.
• Develop and implement strategies to enhance service delivery and client engagement.
• Monitor key performance indicators to assess the effectiveness of customer experience initiatives.
• Collaborate with internal teams to ensure alignment with customer service goals.
• Support the training and development of staff to promote excellent customer interactions.
• Oversee the resolution of customer complaints in a fair and timely manner.
• Stay informed of industry best practices and regulatory changes.
• Manage and support the Customer Experience Team, including performance reviews and development planning.
• Contribute to the firm’s reputation management by monitoring and responding to external reviews.

• Proven experience in customer service or customer experience management.
• Strong leadership skills with experience in managing and motivating teams.
• Experience in a regulated industry (legal or financial services preferred).
• Understanding of relevant legal and regulatory frameworks.
• Excellent communication and interpersonal skills.
• Strong analytical skills and the ability to make data-driven decisions.
• Organisational skills and a collaborative approach.
• Commercial awareness and a commitment to excellence.
• Familiarity with CRM systems and customer analytics tools.
• Proficiency in Microsoft 365 and Teams.
• Experience with Case Management Systems (e.g., Proclaim) is advantageous.
• Ability to handle sensitive and confidential information appropriately.

• Competitive salary of £30,000 per annum.
• Generous annual leave entitlement.
• Career development and progression opportunities.
• Healthcare cash plan.
• Pension scheme.
• ‘Refer a Friend’ bonus scheme.
• Free parking and Costco membership.
• Daily free fruit.
• On-site subsidised canteen and relaxation area.
• Employee Assistance Programme.
• Death in service benefit.
• Annual summer and winter parties.
• Staff awards and long service leave incentives.