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- Tasks: Lead and develop a dynamic Customer Experience team to deliver outstanding services.
- Company: Join a socially conscious not-for-profit organisation focused on community impact.
- Benefits: Enjoy competitive salary, generous leave, and perks like discounts and cashback options.
- Why this job: Make a real difference in people's lives while growing your leadership skills.
- Qualifications: Experience in contact centres, strong leadership, and a customer-first mindset required.
- Other info: Flexible working options and excellent career development opportunities available.
The predicted salary is between 25000 - 35000 £ per year.
We have an exciting opportunity to join our busy Customer Experience team as a Customer Experience Team Leader. Our Customer Experience team is primarily based at St Hilarys Court and our regional hubs, and this role requires regular on-site working in line with business needs. This is a permanent, full-time position, working 36 hours per week. This role has the opportunity for flexible working.
Responsibilities
Reporting to the Customer Operations Manager, you’ll play a key role in leading and developing our Customer Experience Specialists and ensuring we consistently deliver outstanding, person-centred services to our customers.
What You’ll Do
As a Customer Experience Team Leader, you’ll play a pivotal role in leading and supporting our Customer Experience team, using a coaching-led approach to empower colleagues and promote a customer-first culture. You’ll oversee day-to-day operations, supporting performance against contact centre KRAs and service level targets, and act as a point of escalation for complex enquiries and complaints. You’ll work closely with internal and external stakeholders to resolve issues effectively, while also supporting service improvement initiatives, data-led decision making, and the delivery of resident engagement activities. A key part of the role is championing Hafod's place-based, tenant-focused approach, ensuring that our services contribute to healthier homes and stronger communities, all while meeting organisational, legal and regulatory requirements.
What You’ll Need
You’ll be confident and experienced in a fast-paced contact centre environment, bringing strong leadership and people management skills. You’ll have a proven ability to coach and mentor colleagues, manage performance, and handle challenging enquiries with professionalism. A customer-first mindset, resilience, and strong organisational skills are essential, alongside experience delivering contact centre metrics and performance targets. Excellent communication and influencing skills are key, as is the ability to balance operational priorities while driving continuous improvement. Experience within housing, budget monitoring, or data analysis is desirable but not essential, and you’ll need to be comfortable using Microsoft Office applications.
Benefits
- The role offers a salary of £30,213 per annum
- 25 days annual leave (plus bank holidays) - increasing with length of service
- 8% employer pension contributions
- Join a socially conscious not-for-profit organisation
- Medi-cash health cash-back plan
- Employee assistance programme and well-being resource available 24/7
- Perks - a range of shopping and activity discounts and cashback options
- We are a Family Friendly organisation
- Develop with the support of our L&D team
- Opportunities for development
We provide a range of learning and development opportunities to support you at every stage of your career. From technical training to leadership development, we have a range of programmes available for you.
Our Behaviours
Our Behaviours guide the way we work, shape the way we grow and make sure each of us, whatever we do, can have a positive impact within our roles. To find out more about our Behaviours please see the attached Hafod Behaviours Framework.
Next steps
If you’d like further information, or need reasonable adjustments or support, please contact Leisha Jones. If you are interested in applying for this role, please click 'Apply' below.
Closing date: Friday 6th February, 11:59pm. Interviews will be held in-person on Monday 16th February, at our head office, St Hilary Court, Cardiff.
Customer Experience Team Leader in Cardiff employer: Hafod
Contact Detail:
Hafod Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Team Leader in Cardiff
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Hafod's values and behaviours. This will help you align your answers with what they’re looking for and show that you’re genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or handled a challenging situation. Be ready to share these during your interview to demonstrate your coaching-led approach and customer-first mindset.
✨Tip Number 3
Prepare questions for them! Show your enthusiasm by asking insightful questions about the Customer Experience team and their goals. This not only shows your interest but also helps you gauge if this is the right fit for you.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to explore more about the role and the amazing benefits we offer at Hafod.
We think you need these skills to ace Customer Experience Team Leader in Cardiff
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service and leadership. We want to see how your skills align with the role of Customer Experience Team Leader, so don’t hold back on showcasing your relevant achievements!
Showcase Your People Skills: As a Customer Experience Team Leader, you'll be leading a team, so it's crucial to demonstrate your coaching and mentoring abilities. Share examples of how you've empowered colleagues or improved team performance in your application.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and structure your thoughts logically. This will not only make it easier for us to read but also reflect your communication skills, which are key for this role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our organisation there!
How to prepare for a job interview at Hafod
✨Know the Company Inside Out
Before your interview, take some time to research the company’s values, mission, and recent projects. Understanding their customer-first approach and how they contribute to healthier homes will help you align your answers with their goals.
✨Showcase Your Leadership Skills
As a Customer Experience Team Leader, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully coached and mentored team members in the past, and be ready to discuss how you handle challenging situations with professionalism.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to manage complex enquiries. Think of specific scenarios where you resolved issues effectively or improved service delivery, and be ready to share these experiences during the interview.
✨Highlight Your Communication Skills
Excellent communication is key in this role. Practice articulating your thoughts clearly and confidently. Be prepared to discuss how you influence stakeholders and foster a collaborative environment within your team.