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As a CX Team Lead at Flogas LPG, you will play a crucial role in ensuring the delivery of exceptional customer experiences. Reporting to the CX Manager, you will assist in leading and motivating the Customer Contact Team, managing day-to-day operations, coaching team members, and driving continuous improvements in customer service. You will collaborate with various departments, handle escalated customer issues, and ensure that all interactions align with our CX strategy and standards. This role requires a proactive, customer-focused leader who is passionate about developing their team and enhancing the overall customer journey.
Key Responsibilities: Assist in translating the broader CX strategy into actionable plans for the Customer Contact Team, ensuring alignment with overall business objectives. Regularly report on team performance, customer satisfaction metrics, and progress toward strategic goals to the CX Manager, providing insights and recommendations for improvement. Lead or support CX-related projects and initiatives, ensuring they are delivered on time and meet the expected outcomes. Cultivate a positive work environment by consistently demonstrating enthusiasm, resilience, and a solution-oriented approach to challenges. Foster a culture of optimism and high morale within the team by recognizing and celebrating successes, both big and small. Stay informed on the latest trends, technologies, and best practices in customer experience through training, workshops, and self-directed learning. Apply new knowledge and skills to improve team processes, coaching methods, and customer interactions, thereby enhancing overall team performance. Regularly review and assess team workflows and customer interaction processes, identifying inefficiencies and implementing improvements to enhance productivity and service quality. Encourage team members to suggest and trial with new ideas and approaches to streamline operations and improve the customer experience. Oversee daily operations, ensuring that team members are effectively managed, supported, and motivated to achieve their targets. Monitor and manage team performance against KPIs, adjusting resource allocation as needed to meet demand and ensure high service levels. Act as the primary point of contact for team members needing guidance or support in handling complex customer queries or operational issues. Provide regular, constructive feedback and coaching to team members, helping them develop their skills and improve their performance. Work with each team member to create and implement personal development plans, tailored to their strengths and areas for improvement. Continuously refine the observational feedback model to ensure it is effectively driving team development and aligning with CX best practices. Oversee the quality assurance process for all forms of customer communication, ensuring adherence to company standards and best practices. Analyse QA data to identify patterns and trends in customer interactions, using these insights to inform training and process improvements. Collaborate closely with sales representatives to ensure that customer needs are understood and met, providing support in resolving any sales-related customer issues. Facilitate smooth communication between the sales team and the Customer Contact Team, ensuring that sales campaigns are effectively supported and customer queries are handled promptly. Actively contribute to fostering a customer-centric culture within the team and across the organization, reinforcing the importance of exceptional customer service. Ensure that all team activities and customer interactions comply with internal CX policies, as well as industry regulations and standards. Maintain up-to-date documentation of CX processes and procedures, ensuring that they are easily accessible and understood by all team members. Act as the voice of the customer in internal discussions, advocating for their needs and preferences in business decisions and strategy development. Candidate Profile: The ideal candidate will have a minimum of 2 years' experience in a leadership role, with a strong emphasis on customer-focused service. They thrive in fast-paced, dynamic environments and possess the ability to work independently while effectively motivating and guiding their team. A growth mindset is essential, as is a passion for excellence and an energetic approach to overcoming challenges and driving continuous improvement. This role is perfect for someone who is eager to make a significant impact and is committed to delivering outstanding customer experiences.
About Flogas: Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.
Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, (formally known as Naturgy) we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland. We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.
As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.
Why work with us? Flogas is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.
Defined Pension Contribution Healthcare Allowance Health and Wellbeing Supports Learning and Development Opportunities Career Advancement is important to us in Flogas. All our roles are advertised internally, and we encourage internal progression right across the business. Flogas is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.
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