Role Overview
Panaz, a global leader in high-performance contract fabrics are seeking an experienced Customer Experience Team Leader to own and continuously improve the customer journey across pre- and post-sales touchpoints. Reporting to the Head of Customer Experience, this role will suit a proactive people-leader who excels at driving team performance, delivering exceptional customer service and working cross-functionally to resolve complex enquiries.
This is a hands-on leadership role combining team management, process improvement and day-to-day customer care. The successful candidate will coach and develop a small team of customer service advisors, manage workload and service standards, and act as an escalation point for high-priority customer issues.
Why Panaz? – Culture, Benefits & Growth
We offer a supportive, inclusive workplace where people can develop and thrive. Key benefits include:
* Salary – competitive and depending on experience
* Working hours – 37.5 hours per week
* 33 days holiday – including bank holidays and paid Christmas closure
* Inclusive team culture – accessible facilities, team events and volunteering opportunities
* Recruitment referral bonus – Receive £250 for recommending successful new team members
* Training & development – ongoing support for career progression
* Company sick pay – after 1 year of service
* Giving something back – We actively support local organisations and community projects, supporting charities including The Furniture Makers’ Charity
Key Responsibilities
Team Leadership & Performance
* Lead, coach and develop a team of customer service advisors to deliver consistently high service standards and achieve team KPIs.
* Manage team scheduling, capacity and workload to ensure timely responses across email, phone and CRM channels.
* Conduct regular 1:1s, performance reviews and training sessions to support continuous improvement and career development.
* Identify opportunities to simplify processes, reduce friction and improve customer satisfaction across the customer lifecycle.
* Produce regular reports on team performance, customer feedback and trends, and use insight to drive change.
Experience & Qualifications
* Proven experience in a Team Leader role, with the ability to lead, motivate, and develop a team.
* Familiarity with CRM systems and reporting tools.
* Experience in dealing with complex customer issues, and being the first point of escalation contact.
* Experience within contract textiles is desirable but not essential.
* Proven ability to build high-performing teams.
* Comfortable working in a fast‑paced environment and adapting to changing priorities. You analyse problems, propose improvements and support implementation.
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