Customer Experience Team Leader

Manpower Malta is seeking to recruit a Customer Experience Team Leader to join our client's team.

The selected candidate will play a key role in leading the customer care function, ensuring a high standard of service across all customer touchpoints. This position involves overseeing daily operations, managing escalations, and acting as a link between customers, internal teams, and management. The ideal candidate will be proactive, solution-oriented, and focused on continuously improving customer satisfaction and service quality.

Responsibilities:

• Oversee daily customer support operations and ensure efficient service delivery
• Handle customer escalations and ensure timely resolution of issues
• Follow up with customers to maintain high satisfaction levels
• Monitor and manage customer interactions across various channels, including social media and online platforms
• Act as a liaison between customers, servicing teams, and management

Key Requirements:

• Previous experience in a leadership or supervisory role within customer service
• Experience in a customer care or call centre environment
• Strong communication skills in English and Maltese
• Highly organised with a proactive and problem-solving mindset
• Ability to manage multiple tasks and maintain service quality standards