Description
We’re looking for a proactive and people-focused Customer Experience Team Leader to join our team. This is a key leadership role where you’ll champion excellent service, support your team’s development, and help shape a positive experience for every customer. If you’re passionate about people, service, and making a difference, we’d love to hear from you.
Application Deadline: 30 June 2026
Department: Retail
Location: Bridgwater
About The Role
Contract: Permanent
Hours: Full-time
Hours of Work: 37.5 Hours per week, working on a rota basis
As Customer Experience Team Leader, you’ll be a visible and supportive presence, leading by example and ensuring our customer service standards are consistently high. You’ll work closely with colleagues across departments to resolve issues, improve processes, and create a welcoming, solution-focused environment for both customers and team members.
Key Responsibilities
* Leading and motivating the Customer Experience team to deliver outstanding service
* Acting as the first point of escalation for customer queries and complaints
* Supporting the development and training of team members
* Monitoring service levels and identifying opportunities for improvement
* Collaborating with internal teams to resolve customer issues efficiently
* Promoting a culture of continuous improvement and customer-first thinking
* Ensuring compliance with company policies and procedures
About You
* Experience in a customer service or team leadership role
* Strong communication and interpersonal skills
* A calm, confident approach to problem-solving and decision-making
* A passion for delivering excellent customer experiences
* The ability to coach and develop others
* A proactive, flexible, and solution-focused mindset
* Confidence using systems and data to monitor performance and drive improvements
What We Offer
* Scottish Widows contributory pension – company will match up to 5%
* Up to 25% colleague discount in store
* Free parking on site
* 33 days of annual leave, including bank holidays (pro-rated for part-time colleagues)
* Excellent training and development opportunities
* Plenty of career progression opportunities
* Life Assurance
* Employee Assistance Programme with Retail Trust
* Comprehensive colleague benefits
* Enhanced Family Leave Policies
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