Customer Experience Team Leader
Employer: MPB
Location: Fully Remote
Working hours: Full time
Salary: Not listed
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At the heart of the Customer Experience Team, our Customer Team Leaders are subject matter experts on all systems, operational workflows and policies related to the customer journey at MPB.
Reporting to the regional Customer Communications Manager, whom you will work closely with, you will be responsible for organising the busy day-to-day operations for your team of CE advisors and Senior advisors. You will be the go-to person for any questions or support they might need.
You will empower and lead the team with confidence and care, monitor the daily performance across multiple contact channels, collaborate closely with our internal fulfilment teams to ensure that all orders and customer enquiries are processed as efficiently as possible.
You will be responsible for resolving complaints, coaching team members and performing quality assurance checks on your team's interactions with our customers to ensure service excellence.What you will be doing
Oversee daily CE operations, including rotas, coverage, and real-time resource management
Monitor contact volumes and allocate team members to priority or specialist cases
Act as escalation point for complex issues, complaints, and Trustpilot reviews
Lead, coach, and develop team members, supporting performance plans
Ensure quality through regular QA checks and continuous improvement
Support onboarding and deliver ongoing training
Collaborate cross-functionally (Ops, Pricing, Fraud, Logistics) to resolve cases
Manage internal processes, including Jira tickets and key admin tasks
Maintain product knowledge and support wider team goals
What we are looking for
Strong Customer Experience /Service Background - you care about customers and inspire others to care.
Experienced Leadership background
Excellent communication skills - you can lead with confidence and care
Familiar with Customer Support messaging tools and platforms
Skilled communicator who thrives on proactively managing complex issues through to resolution.
Highly organised with ability to prioritise and re-prioritise tasks according to level of urgency / business impact.
Tech-savvy with the ability to navigate and troubleshoot across multiple products / platforms
Adaptable to change with strong Emotional Intelligence skills
Experienced in leading teams through change
Our Values; applied
🌍 Better, Connected: We work collaboratively and embrace diversity
💡 Empowering and Empowered: We celebrate ownership and initiative
🔎 Insight-driven: We act based upon data and reflection
🌱 Agents of Change: We innovate and promote sustainability
🌟 Focussed on Excellence: We aim high, and work smart
🚀 Passionately Ambitious: We encourage creativity and strive to improve through innovationAbout MPB
We are MPB, the largest global platform for used photography and videography equipment. Our platform transforms the way that people buy, sell and trade in photo and video kit. MPB is a destination for everyone, whether you’ve just discovered your passion for visual storytelling or you’re already a pro.
We recognise the benefit of inclusive practices to better build a diverse community here at MPB. Our commitment to ensuring inclusion fuels and connects us as one with the diverse community of visual storytellers that we serve.
MPB customers come from all walks of life, and so do we. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of family makeup, race, sexuality, religion, gender identity, disability or age. At MPB, every employee has the opportunity to make an impact and grow.
Benefits
25 days annual leave + bank holidays
1 wellbeing day off per year
5% employer contributory pension scheme
Private healthcare
Access to EAP with a range of employee discounts
Buzzing social calendar
Dog friendly workplace
Bespoke Learning Management System - the MPB 'Learning Lab' with access thousands of free courses to upskill in any areas you'd like; whether personally or professionally
2 volunteer days per year for charity which aligns with MPB values, and of your choosing
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