We’re looking for an experienced Customer Experience Team Leader to guide and support our busy customer service team.
This is a key role within our Customer Experience function, where you’ll lead by example - fostering a positive, accountable, and high-performing environment that puts customers at the heart of everything we do. You’ll combine empathy with structure, helping your team resolve queries, overcome challenges, and deliver a consistently professional service that reflects the quality and integrity of the NICEIC brand.
What you’ll be doing
* Lead, coach, and develop a team of Customer Experience Coordinators to deliver excellent service across phone, email, and digital channels.
* Handle escalations and support conflict resolution with empathy and fairness, using sound judgement to balance customer and business needs.
* Provide structured feedback and one-to-one coaching to help individuals grow in confidence, resilience, and capability.
* Monitor performance and workflow, identifying root causes behind issues rather than symptoms, and implementing practical solutions.
* Collaborate with peers and senior managers to improve processes, share insight, and influence a culture of continuous improvement.
* Act with integrity and consistency, creating a team culture built on trust, respect, and accountability.
What we’re looking for
* Previous managerial or supervisory experience is essential – ideally leading a customer service or contact centre team.
* Strong emotional intelligence and ability to demonstrate empathy and sound judgement under pressure.
* Clear, structured communicator with active listening skills and confidence in handling complex or sensitive situations.
* Resilient and adaptable; able to stay calm, objective, and solution-focused during change or high demand.
* Coaching mindset - passionate about developing others and helping them perform at their best.
* Strategic thinker who looks beyond quick fixes to address root causes and drive lasting improvements.
* Proven ability to influence and bring people with you through change.
Our benefits include, but not limited...
* 25 days’ holiday a year (plus bank and public holidays)
* Employee assistance programme
* Employee discount platform
* Flexible and hybrid working (depending on the role)
* Learning opportunities
* Life assurance
* Loyalty awards
* Workplace pension scheme using salary exchange, helping you make the most of your take-home pay
* Private medical insurance
* Sickness pay - Depending on your length of service, you could be eligible for our enhanced sick pay which is above the Statutory Sick Pay (SSP) amount.
About us
Certsure provides industry-leading certification schemes and support to the building services sector. These services are delivered through the NICEIC brand.
For almost 70 years, NICEIC has been the UK’s largest certification body for electrical businesses with over 40,000 currently certified with us. As the industry leader, we drive the highest standards of competence and safety.
We assess, certify and train electricians, plumbers, renewable energy installers, and gas and heating engineers. To become certified, businesses must demonstrate their compliance with technical standards and industry best-practice through rigorous assessments and continuing professional development.
Trade professionals look to us for certification and technical leadership, and value the credibility our name gives theirs. We provide ongoing advice and support and list their businesses on our online ‘Find a trusted NICEIC tradesperson’ tool.
We help build public trust in trade professionals – and we never compromise on that trust. We work alongside government and industry to shape policy and drive standards. Many UK businesses, government organisations, local authorities and landlords will only work with NICEIC-certified businesses.
PLEASE NOTE: As an employer, Certsure does not provide sponsorship as a licenced UK employer.
Due to high application volumes, we may close this vacancy earlier than advertised. Please submit your application as soon as possible