At a Glance
- Tasks: Lead and develop a high-performing customer service team while resolving complex enquiries.
- Company: Worthing Homes, a supportive and inclusive housing association.
- Benefits: Generous leave, pension scheme, training opportunities, and retail discounts.
- Other info: Collaborative culture with excellent career development opportunities.
- Why this job: Make a real difference in people's lives while growing your leadership skills.
- Qualifications: Experience in customer service and strong coaching abilities required.
The predicted salary is between 34533 - 34533 £ per year.
Location: On site / Worthing, UK
Job Type: Permanent / Full-time
Sector and Subsector: Housing | Housing Association
Annual Fixed Salary: £34,533.00
Hours: 37 hours per week
About the Role
As Customer Experience Team Leader you will support the Customer Experience Manager to lead, motivate and develop a high‐performing team, delivering a professional, responsive and compassionate service at the first point of contact. A central focus of this role is people leadership and performance development. You will spend a significant proportion of your time coaching and developing team members through regular one‐to‐ones, call listening, feedback and structured development plans. You will also actively manage performance by setting clear expectations and addressing both capability and conduct where required, helping to build a positive, accountable and customer‐focused team culture.
You will carry out quality assurance of customer calls and written responses to ensure consistency, accuracy and compliance with agreed standards. Using these insights alongside performance data, you will identify trends, risks and opportunities, providing clear recommendations to improve service delivery, customer satisfaction, operational efficiency and first contact resolution. As well as leading the team you will also spend a proportion of your week on the phones and responding to email and portal queries to resolve complex enquiries and complaints. You will act as a key escalation point for the team, while leading by example through maintaining a visible presence and contributing to customer contact when needed.
About You
You will be a positive, people‐focused role model with a strong customer focus and a genuine passion for coaching, developing others and driving high performance. You will have the ability to inspire and support your team to deliver excellent service, creating an environment where individuals feel motivated, confident and able to succeed.
You will bring proven experience of working in a customer service environment, with a strong track record of managing complex customer issues, problem‐solving effectively and making sound decisions in a fast‐paced setting with changing priorities. You will be experienced and confident in leading coaching and development conversations, using regular feedback, call listening and structured support to build capability, supported by excellent communication skills in every interaction.
You will also have experience in quality assurance, using feedback and insights alongside data to identify trends, drive service improvements, and support informed decision‐making. You will be confident using customer systems to monitor performance and embed continuous improvement across the team. Comfortable working collaboratively across teams, you will be able to balance competing demands, deliver results under pressure and maintain a strong focus on achieving positive customer outcomes.
Ideally, you will have experience delivering services across multiple customer contact channels, along with knowledge of the housing sector or a similar customer‐focused organisation, and an understanding of repairs and maintenance services.
Why work for us?
At Worthing Homes we are committed to creating a supportive and inclusive work environment ensuring colleagues feel valued and respected. We promote a collaborative culture in which teamwork is highly valued, and we employ brilliant people to work with our customers to help support them to live their best lives.
Benefits
- Contributory pension scheme – company matches up to 6%
- A generous annual leave package of 29 days per year plus bank holidays
- Option to buy additional annual leave
- Retail and gym discounts
- Cycle2Work Scheme
- Employee assistance programme
- Funded training and qualifications
- Paid Professional Subscription (1 per year)
We place a strong focus on investing in our colleague's development by offering a variety of opportunities for training, learning and skills development, enabling everyone to reach their full potential and contribute to the success of Worthing Homes.
EEO Statement
We are a fair and inclusive organisation, and we value each individual's unique contribution, irrespective of race, ethnic origin, religion, age, gender, disability, sexual orientation or social background.
Closing Date: 18th June 2026.
DBS Checks
This role is subject to a basic DBS check to support the safety of our vulnerable customers. Any unspent cautions or convictions disclosed will be reviewed carefully and fairly, with consideration given to their relevance, the time elapsed and evidence of positive change.
Customer Experience Team Leader in Worthing employer: Hollybank Trustees Ltd
At Worthing Homes, we pride ourselves on being an exceptional employer, fostering a supportive and inclusive work environment where every colleague feels valued and respected. Our commitment to employee development is evident through our generous benefits package, including a contributory pension scheme, extensive annual leave, and opportunities for professional training, all aimed at helping you thrive in your role as Customer Experience Team Leader in the vibrant community of Worthing.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Leader in Worthing
✨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 responses to common interview questions, especially those related to customer service and team leadership. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your experience effectively.
✨Tip Number 3
Don’t forget to prepare some thoughtful questions to ask at the end of your interview. This shows your interest in the role and helps you gauge if the company is the right fit for you. Think about asking about team dynamics or opportunities for professional development.
✨Tip Number 4
After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that keeps you on their radar and reinforces your enthusiasm for the role. Plus, it shows you’re proactive!
We think you need these skills to ace Customer Experience Team Leader in Worthing
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let your enthusiasm for customer service shine through. We want to see how you genuinely care about helping others and how that passion can translate into leading a high-performing team.
Highlight Your Leadership Skills:Make sure to showcase your experience in coaching and developing others. We’re looking for someone who can inspire their team, so share specific examples of how you've motivated others and driven performance in previous roles.
Be Specific About Your Experience:Use concrete examples from your past work to demonstrate your ability to handle complex customer issues and improve service delivery. We love seeing data-driven insights, so if you’ve used performance metrics to make decisions, shout about it!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with Worthing Homes.
How to prepare for a job interview at Hollybank Trustees Ltd
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Experience Team Leader role. Familiarise yourself with the key responsibilities, such as coaching and developing team members, managing performance, and ensuring quality assurance. This will help you demonstrate your knowledge and show how your experience aligns with their needs.
✨Showcase Your People Skills
As a people-focused role model, it's crucial to highlight your ability to inspire and motivate others. Prepare examples of how you've successfully led teams in the past, particularly in customer service environments. Be ready to discuss specific situations where your coaching made a difference in team performance.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle complex customer issues. Think of scenarios where you've had to make tough decisions or resolve conflicts. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Demonstrate Your Commitment to Continuous Improvement
The role involves using data to drive service improvements, so be prepared to discuss how you've used feedback and insights in previous roles. Share examples of how you've identified trends and implemented changes that enhanced customer satisfaction or operational efficiency.
