Customer Services Team Leader

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

How you'll make an impact???

The role of the Customer Service (CX) team is to delight, support and give advice to clients with regard to the use of the Xero platform. In this role as Customer Services Team Leader (CX TL), you'll lead Customer Experience team members and ensure the team and our customers are well supported. In addition, you'll advise and support other team members as well as monitoring and motivating individuals within the team, keeping the customer at the heart of everything you do.

What you'll do

You'll be a key member of the Customer Experience leadership group where you will drive performance & culture through high effective coaching, feedback and creating an environment where your team feels psychologically safe. You'll also:

• The quality indicator is maintained and/or improved
• Team members are clear on their responsibilities and given regular performance feedback / coaching to grow their experience and knowledge
• People or customer related issues are managed or escalated accordingly resulting in effective resolution
• Productivity and output of the team is of a high quality standard
• Utilise employee engagement tools to drive engagement, wellbeing and satisfaction across your team.

• Customer obsessed
• Ability to build and maintain effective relationships & trust
• Excellent organisation and time management skills
• Sound judgement, initiative and ability to self-manage with flexibility
• Diligence and commitment to following through and resolving problems
• Excellent oral and written communication
• Ability to drive a high performing team

• 2 to 4 years Experience in leading a team in a fast paced, customer focussed environment
• Proven experience of providing highly effective feedback, coaching and performance management
• Experience in software support, accounting and/or customer contact centre is desirable

Why Xero?

At Xero we support many types of flexible working arrangements that allow you to balance your work, your life and your passions. We offer a great remuneration package with benefits that support a range of lifestyle choices and requirements and the opportunity to participate in Xero's success through our Long Term Incentive scheme. Xero has rapidly expanding offices in London, Milton Keynes and Manchester and our work environment encourages continuous improvement and career development.

Our collaborative and inclusive culture is one we're immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully. We are a Stonewall Diversity Champion, and Disability Confident committed. So, from the moment you step through our doors, you'll feel welcome and supported to do the best work of your life.