Customer Experience Team Lead

About the role

Reporting to the Global Head of CX Finance, the Customer Experience Team Lead plays a critical leadership role within the Order to Cash function. You will be responsible for guiding a team of CX Specialists to deliver exceptional service across the full customer lifecycle - from invoice query resolution to cash application - while driving continuous improvement, performance excellence, and a culture of customer-first thinking. This role bridges frontline operations and management, combining hands-on case ownership with team coaching, quality oversight, and cross-functional collaboration. About you: - Proven experience in a customer service or OTC environment, with demonstrated ability to lead, coach, or mentor a team . - Strong understanding of Order to Cash processes including billing, collections, cash application, and query resolution - Excellent interpersonal and influencing skills, with the ability to engage confidently across all levels of the business - Track record of driving team performance against KPIs in a high-volume, multi-customer environment - Credible and professional communication skills, both verbal and written - Proficient in MS Office; experience with CRM or case management platforms - Meticulous attention to detail with an ability to work in a methodical manner - A passion for service excellence and a continuous improvement mindset Day-to-day, you will: - Lead, coach and develop a team of CX Specialists, supporting their day-to-day performance and professional growth - Conduct regular 1:1s, team huddles, and quality review sessions - Monitor and manage individual and team performance against KPIs, including case resolution times, tNPS, aged debt, and digital deflection rates - Act as the first point of escalation for complex or sensitive customer cases - Support team members in their personal development and progress towards career goals. - Make Access a great place to work by focus on eNPS targets and employee feedback Customer Experience & Case Management -Oversee the team's case queue, ensuring workload is balanced and SLAs are consistently met -Take ownership of escalated or high-complexity cases through to resolution -Ensure customer queries - including invoicing disputes, payment issues, and account queries - are handled with care, accuracy, and urgency -Champion a customer-first approach across all team interactions -Continually enhance the businesses systems and procedures to maintain excellent efficiencies within the customer experience function. - Liaise with, and maintain the support of, the sales teams and projects teams to illicit the required resources for site issue solving to free up debt. Process & Continuous Improvement -Identify recurring themes and root causes in case volumes, feeding insights into process improvement initiatives -Support the adoption and optimization of AI-enabled tools and automation workflows within the team -Contribute to the development and maintenance of team playbooks, knowledge base content, and standard operating procedures -Collaborate with Technology, Finance, and Sales teams to streamline cross-functional processes Reporting & Stakeholder Management -Provide regular performance updates and trend analysis to the Global Head of CX Finance -Produce and review team-level reporting on case activity, resolution rates, and customer feedback -Maintain productive working relationships with internal stakeholders including Sales, Projects, and Finance Operations What are we all about? The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. With over 9,300 talented individuals driving innovation and customer excellence,