Customer Experience Team Leader

We are looking for a Customer Experience Team Leader for Worthing Homes, a forward‑looking housing association committed to providing affordable, high‑quality homes and services to over 10,000 residents.

Role Overview

As a key member of the Customer Experience Team, you will lead, motivate, and develop a high‑performing team, delivering a professional, responsive, and compassionate service at the first point of contact. You will spend a significant portion of your time coaching team members, managing performance, quality‑assuring calls and written responses, and improving service delivery.

Responsibilities

• Support the Customer Experience Manager in leading and developing a high‑performing team.
• Co‑manage day‑to‑day operations, ensuring a professional, responsive and compassionate service at the first point of contact.
• Coach and develop team members through regular one‑to‑ones, call listening, feedback and structured development plans.
• Set clear performance expectations, conduct appraisals and address capability or conduct issues.
• Conduct quality assurance of customer calls and written responses to ensure consistency, accuracy and compliance with standards.
• Analyse performance data, identify trends, risks and opportunities, and provide recommendations for service improvement.
• Handle complex enquiries and complaints on the phone, via email and portal, acting as a key escalation point.
• Maintain a visible presence on the frontline, contributing to customer contact when necessary.

Qualifications

• Positive, people‑focused role model with strong customer focus and a passion for coaching, developing others and driving high performance.
• Proven experience working in a customer‑service environment with a track record of managing complex customer issues, problem‑solving and making decisions in a fast‑paced, prioritised setting.
• Experience leading coaching and development conversations, using regular feedback, call listening and structured support.
• Experience in quality assurance with data‑driven analysis to identify trends and support service improvements.
• Confidence in the use of customer systems to monitor performance and embed continuous improvement.
• Strong communication skills in every interaction.
• Ability to work collaboratively across teams, balance competing demands, and deliver results under pressure.
• Experience delivering services across multiple customer contact channels, ideally in the housing sector or a similar customer‑focused organisation, with an understanding of repairs and maintenance services.

Why Work For Us

• Healthcare cash plan
• Contributive pension scheme – company matches up to 6%
• 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)

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.