Consumer and Customer Experience Team Lead

Consumer and Customer Experience Team Lead

Job Description

Join Arbex and help support trusted brands including Kleenex®, Scott®, Viva® and WypAll® through strong customer and consumer service leadership.

You’ll work in a collaborative environment focused on performance, sustainability, inclusion, wellbeing and career development.

About You

You’ll play a key role in supporting customer and consumer service operations across both our Consumer and Professional businesses, with a strong focus on day-to-day service delivery, problem-solving and continuous improvement.

You’ll be actively involved in the operation, stepping into complex customer and consumer enquiries, escalations and service issues, reviewing performance and helping resolve problems through to completion.

You’ll work closely with Sales, Marketing, Supply Chain and our external consumer services partner to ensure enquiries are handled effectively, service levels are maintained and opportunities to improve processes and customer experience are identified and implemented.

We’re looking for someone who enjoys being close to the day-to-day operation, can manage competing priorities and brings a practical, solutions-focused approach to customer service.

Key responsibilities include:


* Support the day-to-day relationship with our external consumer services agency, including escalations, service performance, agreed scope and cost monitoring.


* Partner with brand, commercial and marketing teams to share timely product, brand and initiative updates that support effective consumer service delivery.


* Oversee consumer enquiries, complaints and service issues to ensure consistent, efficient handling in line with business expectations.


* Monitor service performance, prepare monthly reporting and recommend improvements to ways of working.


* Lead and support a small team of two Customer Liaison and Loyalty Managers, while remaining actively involved in day-to-day customer enquiries, escalations and operational issues.


* Manage customer and distributor enquiries, including information requests, spare parts, samples, product support and complaints.


* Ensure approximately 2,400 annual enquiries, spare parts requests, sample orders and complaints are handled within service targets and company policy.


* Coach the team on Arbex ways of working and optimise spare parts ordering through Tactics warehousing processes.

Experience, Skills and Qualifications


* 5+ years’ experience in customer service, consumer services, service operations or a similar operational environment.


* Experience supporting or leading a small customer service team, including coaching, workload management and handling escalations.


* Experience across customer issue resolution, service reporting, process improvement and stakeholder engagement.

Exposure to external agency or vendor management would be advantageous.


* Experience using CRM/customer servi...