We are looking for a Customer Experience Team Leader for Worthing Homes, a forward‑looking housing association committed to providing affordable, high‑quality homes and services to over 10,000 residents.
Role Overview
As a key member of the Customer Experience Team, you will lead, motivate, and develop a high‑performing team, delivering a professional, responsive, and compassionate service at the first point of contact. You will spend a significant portion of your time coaching team members, managing performance, quality‑assuring calls and written responses, and improving service delivery.
Responsibilities
* Support the Customer Experience Manager in leading and developing a high‑performing team.
* Co‑manage day‑to‑day operations, ensuring a professional, responsive and compassionate service at the first point of contact.
* Coach and develop team members through regular one‑to‑ones, call listening, feedback and structured development plans.
* Set clear performance expectations, conduct appraisals and address capability or conduct issues.
* Conduct quality assurance of customer calls and written responses to ensure consistency, accuracy and compliance with standards.
* Analyse performance data, identify trends, risks and opportunities, and provide recommendations for service improvement.
* Handle complex enquiries and complaints on the phone, via email and portal, acting as a key escalation point.
* Maintain a visible presence on the frontline, contributing to customer contact when necessary.
Qualifications
* Positive, people‑focused role model with strong customer focus and a passion for coaching, developing others and driving high performance.
* Proven experience working in a customer‑service environment with a track record of managing complex customer issues, problem‑solving and making decisions in a fast‑paced, prioritised setting.
* Experience leading coaching and development conversations, using regular feedback, call listening and structured support.
* Experience in quality assurance with data‑driven analysis to identify trends and support service improvements.
* Confidence in the use of customer systems to monitor performance and embed continuous improvement.
* Strong communication skills in every interaction.
* Ability to work collaboratively across teams, balance competing demands, and deliver results under pressure.
* Experience delivering services across multiple customer contact channels, ideally in the housing sector or a similar customer‑focused organisation, with an understanding of repairs and maintenance services.
Why Work For Us
* Healthcare cash plan
* Contributive pension scheme – company matches up to 6%
* 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)
EEO Statement
We are a fair and inclusive organisation, and we value each individual's unique contribution, irrespective of race, ethnic origin, religion, age, gender, disability, sexual orientation or social background.
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