Job Description

Customer Experience Team Leader

About the Role

I'm looking for an experienced and people-focused Customer Experience Team Leader to help me build and develop a high-performing customer service team. This is a fantastic opportunity for someone who is passionate about coaching others, driving service excellence, and creating a positive customer experience at every interaction.

In this role, you'll support the day-to-day leadership of a busy customer service team, ensuring customers receive a professional, responsive and compassionate service from their first point of contact.

A key part of the position is people leadership. You'll spend a significant amount of your time coaching, mentoring and developing team members through regular one-to-ones, call listening, feedback sessions and structured development plans. You'll also actively manage performance, setting clear expectations and addressing capability or conduct concerns when needed, helping to create a positive, accountable and customer-focused culture.

You'll be responsible for carrying out quality assurance checks on customer calls and written communications to ensure consistency, accuracy and compliance with service standards. Using quality insights and performance data, you'll identify trends, risks and opportunities, making recommendations to improve customer satisfaction, operational efficiency and first-contact resolution.

This is a hands-on leadership role. Alongside leading the team, you'll spend part of your week handling customer enquiries across phone, email and online channels, resolving complex issues and complaints. You'll act as an escalation point for colleagues while leading by example through a visible and supportive presence within the team.

About You

I'm looking for a positive and motivated leader with a genuine passion for customer service and developing people.

You'll have proven experience in a customer service environment and a strong track record of managing complex customer enquiries, solving problems effectively and making sound decisions in a fast-paced setting. You'll be confident conducting coaching and development conversations and using feedback, call listening and structured support to improve individual and team performance.

You'll also have experience in quality assurance and performance monitoring, using customer feedback and data to identify trends, drive service improvements and support informed decision-making. Strong communication skills and the ability to build positive relationships at all levels are essential.

To be successful, you'll be comfortable balancing competing priorities, working collaboratively across teams and maintaining a strong focus on delivering positive outcomes for customers.

Ideally, you'll have:

Experience leading or supervising a customer service team

Strong coaching, mentoring and performance management skills

Experience carrying out quality assurance and analysing service performance data

The ability to manage complex customer enquiries and complaints effectively

Excellent communication and stakeholder management skills

Experience delivering support across multiple customer contact channels

Knowledge of repairs and maintenance services or experience within housing or a similar customer-focused sector (desirable)

Why Apply?

This is an opportunity to make a real impact by developing people, improving customer experiences and helping shape a culture of continuous improvement. If you're an enthusiastic leader who thrives on supporting others to succeed and delivering excellent customer service, I'd love to hear from you.

Please note: I will only be taking applications from candidates with a background working in either social housing, local authority, construction or repairs maintenance. Candidates without this experience are unlikely to be considered at this time