Customer Experience Team Leader
Are you a natural leader with a passion for people, service excellence, and creating standout customer experiences? Do you thrive in fast - paced environments where no two days are the same?
If so, WM Armstong Ltd wants you to join our team as a Customer Experience Team Leader !
About the Role
As a Customer Experience Team Leader, youll be the driving force behind our on - site Customer Experience team in Uddingston. You will be the onsite go to person for day-to-day support, quality standards, and team coordination. Youll ensure enquiries are handled efficiently, SLAs are met and ensure the Customer Care Advisors are empowered to deliver outstanding customer care.
This role blends leadership, coaching, workflow management, and hands on customer interaction ideal for someone who loves variety and responsibility.
This is an onsite role, working 40 hours per week, Monday to Friday between the agreed hours 08:00 18:00.
Benefits Included
Salary range - £29,000 - £31,500 based on experience and skills
Life insurance
Medicash scheme
Sickness scheme
Company Pension
Key Responsibilities
Lead and support Customer Care Advisors with daily coaching and guidance
Allocate and monitor workloads to ensure SLA performance
Run daily team huddles and communicate service updates
Carry out quality checks on calls, emails and case notes
Support 1:1s and provide structured feedback
Handle complex queries and customer complaints
Oversee mailbox activity and workflow priorities
Collaborate with Operations, Sales, Transport and Accounts teams
Support accurate CRM records, reporting and trend identification
Step in to assist with customer enquiries during busy periods
Requirements
Experience in a customer service or customer facing environment
Previous supervisory, senior advisor or team leadership experience
Strong communication and coaching skills
Highly organised with excellent attention to detail
Confident decision maker with a problem-solving mindset
Comfortable working in a busy, fast paced setting with SLAs
Good knowledge of CRM/ticketing systems and Microsoft Office
Experience in transport/haulage is a bonus, not essential
GCSEs (or equivalent) including English and Maths essential.
NVQ (or equivalent) in Customer Service or related discipline preferred.
If you are interested in this exciting opportunity, please click the Apply Button now.
Please visit our company website to access a copy of the full job description.
As part of our commitment to safety and wellbeing, applicants will be asked to complete a routine drug and alcohol test during the interview and assessment process.
If you have not received a response from us within four weeks of submitting your application to us, please consider your application unsuccessful on this occasion as unfortunately, we are not able to respond to all candidate applications as we would wish. We reserve the right to close vacancies at any time once we have received sufficient applications, we advise you to submit your application as early as possible to avoid disappointment.
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