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For Companies At a Glance
- 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, pension contributions, and wellness resources.
- 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 Hilary’s 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.
Reporting to the Customer Operations Manager, you’ll play a 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
View our recruitment pack here for further details about the role. If you’d like further information, or need reasonable adjustments or support, please contact Leisha Jones, leisha.jones@hafod.org.uk. 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: Hendre Limited
Contact Detail:
Hendre Limited 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. Check out their website and social media to see how they interact with customers and what values they promote. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've successfully led a team or resolved a complex issue. Be ready to share these during your interview to demonstrate your experience and coaching skills.
✨Tip Number 3
Prepare questions to ask at the end of your interview. This shows your interest in the role and helps you understand if the company is the right fit for you. Ask about their approach to customer experience or how they support team development.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our Customer Experience team and contributing to our mission.
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 application to highlight how your experience aligns with the Customer Experience Team Leader role. Use keywords from the job description to show we’re on the same page!
Show Off Your Leadership Skills: Since this role is all about leading and developing a team, don’t hold back on showcasing your leadership experience. Share specific examples of how you’ve coached or mentored others in a fast-paced environment.
Be Person-Centred: Remember, we’re all about delivering outstanding, person-centred services. Include examples that demonstrate your customer-first mindset and how you’ve handled challenging enquiries with professionalism.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way to ensure your application gets the attention it deserves!
How to prepare for a job interview at Hendre Limited
✨Know the Company Inside Out
Before your interview, take some time to research the company and its values. Understand their customer-first approach and how they contribute to healthier homes and stronger communities. This will help you align your answers with their mission and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Customer Experience Team Leader, you'll need to demonstrate strong leadership abilities. Prepare examples of how you've successfully coached and mentored team members in the past. Think about specific situations where you managed performance or resolved complex enquiries, and be ready to discuss these during the interview.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle challenging situations. Practice responding to hypothetical scenarios related to customer complaints or team dynamics. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Emphasise Your Communication Skills
Excellent communication is key in this role. Be prepared to discuss how you've influenced stakeholders or resolved conflicts in the past. Highlight your ability to balance operational priorities while maintaining a positive customer experience, as this will resonate well with the interviewers.
