Role Title: Customer Experience Team Leader Reporting To: Customer & Property Experience Manager Grade: EVH Grade 7 Job Purpose To lead, develop, and support the Customer Experience Team, including modern apprentices, to deliver excellent customer service across all channels. The postholder will manage the operational delivery of the contact centre and front-of-house services, driving high performance, first-contact resolution, and continuous improvement in line with Maryhill Housing’s values and service standards Indicative Split (%) -40% Team Leadership and Staff Support -30% Performance Monitoring and Process Improvement -20% Customer Service Oversight and Complaints -10% Cross-team Collaboration and Project Support Key responsibilities Functional · Lead the day-to-day operations of the Customer Experience Team, ensuring high-quality service at the first point of contact. · Provide supervision, coaching, and support to Customer Advisors and modern apprentices, ensuring staff are motivated, trained, and equipped to perform effectively. · Monitor and analyse performance against KPIs (e.g. call handling, resolution rates, customer satisfaction, response times, contact quality). · Analyse customer feedback (surveys, complaints, compliments) and present findings to management · Run “lessons learned” reviews after service failures or complex complaints. · Oversee the reception area, ensuring it delivers a welcoming, professional environment. · Track and report on call demand patterns to inform resourcing and rota planning. · Support the team to resolve stage 1 complaints and service requests, using feedback to drive process improvements. · Identify and implement service improvements, including digital channel development (e.g. My Home). · Review and authorise supplier invoices where required. · Map customer journeys across key service areas to identify pain points and opportunities for efficiency. · Develop FAQs, knowledge base articles and scripts to improve first-point resolution. · Champion digital self-service channels (e.g. customer portal, live chat, SMS updates), monitoring uptake and customer satisfaction. · Maintain accurate data and reporting to support service monitoring and improvement. Organisational · Promote and embed a strong performance culture across the team. · Develop, review and implement internal procedures to support customer service excellence. · Provide accurate reports on team performance, trends in customer contact and improvement initiatives. · Contribute to the delivery of the wider Customer Experience strategy and organisational goals. · Work collaboratively with other teams to increase first-point-of-contact resolution. · Support project delivery (e.g. new systems, service redesigns, tenant engagement and other initiatives). Team Wide · Work with the Customer Experience & Property Manager to improve the customer experience of repairs and maintenance · Deputise for senior colleagues where appropriate in meetings or working groups. · Champion customer engagement and ensure customer views are reflected in service improvement discussions. · Respond flexibly to organisational needs and contribute to broader initiatives as required. · Lead regular team huddles, coaching sessions and 1:1s to review performance and development needs · Develop and deliver induction training for new staff and apprentices. · Identify training gaps and liaise with HR/learning providers to upskill the team General · Model Maryhill’s values and behaviours, fostering a positive team culture. · Ensure compliance with all statutory and regulatory requirements, including GDPR and health and safety. · Attend relevant training and stay up to date with industry best practices. · Attend registered tenant organisations (RTO’s) where required Corporate Responsibility · Uphold Maryhill Housing's values and policies. · Promote equality, diversity, and inclusion in service delivery. · Uphold equality, diversity, and inclusion in all aspects of work. · Contribute to the overall performance and reputation of the organisation.