[Royal Mail]
Job reference 330891
Customer Experience Team Leader
Competitive salary, 10% annual bonus potential, 25 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates
Permanent
This is a permanent role based at the Doxford Contact Centre in Sunderland (SR3 3XW).
You will be required to work full-time in the office initially. Once you’ve settled into the role, there may be the opportunity to move to a hybrid working arrangement, with a minimum of three days per week in the office, depending on the needs of the wider team.
Your shifts will fall between 7am and 10pm from Monday to Friday, and between 8am and 8pm on Saturdays and Sundays. You will work five days out of seven, and there is an expectation that you will be available to cover late shifts when required.
We’re happy to discuss working arrangements to ensure they align with both your needs and customer demand.
About the Role
Reporting to the Customer Service Manager, you will lead a team of advisors to deliver exceptional customer experience. You will focus on continuous improvement, team development, and achieving key business targets through effective leadership and resource management.
You will also:
• Lead your team to consistently meet quality, productivity, and customer service targets
• Provide regular coaching and support to help individuals improve performance against KPIs
• Share business updates clearly and champion company values across your team
• Oversee attendance, performance, and ensure compliance with mandatory training
• Encourage the adoption of new technologies and offer real-time support when needed
• Address and challenge any poor behaviour in a constructive and professional manner
• Support personal and team development through tailored training and growth plans
About You
You will bring:
• Proven experience in a customer service environment, with a passion for coaching and developing others
• Strong leadership, decision-making, and influencing skills
• Excellent communication and relationship-building abilities
• Confidence in handling difficult conversations when needed
• A customer-focused mindset and professional approach
• A positive, proactive attitude and ability to thrive under pressure
Extra Benefits
• Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
• Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills*.
• Supportive and generous company sick pay
• Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It’s free, and it’s for everyone.
*Available only to perm employees
Next Steps
The next stage of the selection process will be a face to face interview consisting of competency based and role specific questions.
Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.
We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we’d love to hear from you.
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.
We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.
For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/
Closing Date: 19th October. Please note, this advert may close early if the appropriate number of applications has been reached.
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