About the Role
As Customer Experience Team Leader, you will support the Customer Experience Manager to lead, motivate and develop a high‑performing team, delivering a professional, responsive and compassionate service at the first point of contact.
A central focus of this role is people leadership and performance development. You will spend a significant proportion of your time coaching and developing team members through regular one‑to‑ones, call listening, feedback and structured development plans. Alongside this, you will actively manage performance by setting clear expectations and addressing both capability and conduct where required, helping to build a positive, accountable and customer‑focused team culture.
You will also carry out quality assurance of customer calls and written responses to ensure consistency, accuracy and compliance with agreed standards. Using these insights alongside performance data, you will identify trends, risks and opportunities, providing clear recommendations to improve service delivery, customer satisfaction, operational efficiency and first contact resolution.
As well as leading the team you will also spend a proportion of your week on the phones and responding to email and portal queries to resolve complex enquiries and complaints. You will act as a key escalation point for the team, while leading by example through maintaining a visible presence and contributing to customer contact when needed.
About You
You will be a positive, people‑focused role model with a strong customer focus and a genuine passion for coaching, developing others and driving high performance. You will have the ability to inspire and support your team to deliver excellent service, creating an environment where individuals feel motivated, confident and able to succeed.
You will bring proven experience of working in a customer service environment, with a strong track record of managing complex customer issues, problem‑solving effectively and making sound decisions in a fast‑paced setting with changing priorities. You will be experienced and confident in leading coaching and development conversations, using regular feedback, call listening and structured support to build capability, supported by excellent communication skills in every interaction.
You will also have experience in quality assurance, using feedback and insights alongside data to identify trends, drive service improvements and support informed decision‑making. You will be confident using customer systems to monitor performance and embed continuous improvement across the team.
Comfortable working collaboratively across teams, you will be able to balance competing demands, deliver results under pressure and maintain a strong focus on achieving positive customer outcomes.
Ideally, you will have experience delivering services across multiple customer contact channels, along with knowledge of the housing sector or a similar customer‑focused organisation, and an understanding of repairs and maintenance services.
Benefits
* Healthcare cash plan
* Contributory pension scheme – company matches up to 6%
* A generous annual leave package of 29 days per year plus bank holidays
* Option to buy additional annual leave
* Retail and gym discounts
* Cycle2Work Scheme
* Employee assistance programme
* Funded training and qualifications
* Paid Professional Subscription (1 per year)
Equality and Diversity
We are a fair and inclusive organisation, and we value each individual’s unique contribution, irrespective of race, ethnicity, religion, age, gender, disability, sexual orientation or social background. We comply with equality legislation and encourage applicants from all backgrounds to apply.
Background Checks
This role is subject to a basic DBS check to support the safety of our vulnerable customers. Any unspent cautions or convictions disclosed will be reviewed carefully and fairly, with consideration given to their relevance, the time elapsed, and evidence of positive change.
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