Job reference 330891
Role: Customer Experience Team Leader
Location: Doxford Contact Centre, Sunderland (SR3 3XW). This is a permanent role. You will be required to work full-time in the office initially. 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.
Salary and benefits: 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.
Shifts and working pattern: Shifts between 7am and 10pm from Monday to Friday, and between 8am and 8pm on Saturdays and Sundays. Five days out of seven with a requirement to cover late shifts when needed.
We are happy to discuss working arrangements to 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.
* 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 - more than 800 offers to save on groceries, days out, holidays and household bills. *
* Supportive and generous company sick pay.
* Your Wellbeing - 24/7 access to services and tools to support physical and mental health, financial and social support and advice. Free 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. 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. Royal Mail Group values 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 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. This advert may close early if the appropriate number of applications has been reached.
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