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Customer Experience Lead

Job Purpose:

To lead the centralized client call center function within Panta Group’s Operations and Maintenance Team, ensuring all client interactions are handled consistently, professionally, and with care.

To own  end-to-end management of incoming aftersales contact, creating clarity, accountability, and insight while enabling technical teams to focus on delivery and pave the way for excellence in Panta’s aftersales customer journey.

To ensure alignment with ISO 9001 quality standards and ISO 14001 environmental requirements while supporting the Head of Operations & Maintenance with structured operational reporting and insight.

Key Responsibilities

  • Lead and develop the Aftersales client call centre team, fostering a calm, confident, and client-focused culture.
  • Ensure appropriate coverage, capability, and clear ways of working within the Aftersales administrative and call centre function.
  • Coach team members on communication, judgement, and escalation management
  • Own all incoming aftersales client contact (calls, emails, portals).
  • Establish and maintain clear triage and prioritisation processes.
  • Ensure consistent response times, follow-up, and communication quality.
  • Act as the first escalation point for complex or sensitive client issues.
  • Ensure clear, high-quality handover of work to technical and service delivery teams.
  • Protect technical teams from unnecessary interruptions while ensuring urgent issues are prioritised.
  • Maintain strong working relationships across Aftersales, Service, and Operations. Act as business owner for aftersales contact, ticketing, and reporting systems, working with Operations and IT to drive improvements.
  • Monitor volumes, trends, and recurring client issues.
  • Translate aftersales insights into clear recommendations for resourcing, capability gaps, and systemic risk
  • Provide regular reporting on aftersales demand, performance, and risks.
  • Identify systemic issues and improvement opportunities.
  • Contribute to process and system improvements that enhance efficiency and client outcomes.
  • Ensure aftersales processes comply with ISO 9001 and ISO 14001 standards, including proper documentation, traceability, and corrective action follow-up
  • Collaborate with Finance and Head of Operations and Maintenance on service billing clarity, contract-related queries, and commercial escalations where required.
  • Collaborate with HR on team development and performance management, and with Marketing to ensure consistent client communication standards and service messaging.
  • Support the Head of Operations & Maintenance with structured reporting, operational insights, and performance visibility to inform strategic decisions.

Experience & Capability:

  • Experience in client service, aftersales, operations, or service coordination
  • Strong leadership and people-management capability
  • Excellent communication skills and sound judgement under pressure
  • Ability to balance client needs with operational realities
  • Systems-thinking mindset with a focus on continuous improvement

This list is not exhaustive and may change according to the exigencies of the company operations and needs.