At a Glance
- Tasks: Lead and develop a high-performing customer experience team, ensuring top-notch service delivery.
- Company: Worthing Homes, a forward-looking housing association dedicated to quality homes and services.
- Benefits: Generous leave, healthcare cash plan, pension scheme, and discounts on retail and gym memberships.
- Other info: Join a fair and inclusive organisation with excellent career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in customer service, coaching, and managing complex issues in a fast-paced environment.
The predicted salary is between 30000 - 40000 £ per year.
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.
Customer Experience Team Leader in Worthing employer: Occupop
Worthing Homes is an exceptional employer that prioritises the well-being and development of its employees while delivering high-quality services to the community. With a strong focus on coaching and professional growth, team leaders are empowered to foster a supportive work culture, complemented by generous benefits such as a contributive pension scheme, extensive annual leave, and opportunities for funded training. Located in Worthing, this forward-thinking housing association not only values diversity and inclusion but also offers unique advantages like retail and gym discounts, making it an attractive place for those seeking meaningful and rewarding employment.
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! Research Worthing Homes and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. As a Customer Experience Team Leader, you'll need to demonstrate strong communication abilities. Role-play common scenarios with a friend or family member to build confidence and refine your responses.
✨Tip Number 3
Showcase your leadership style! Be ready to discuss how you've motivated and developed teams in the past. Use specific examples to illustrate your coaching techniques and how they led to improved performance.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining our team at Worthing Homes. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Experience Team Leader in Worthing
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 team leadership. We want to see how your skills align with our mission at Worthing Homes!
Showcase Your Coaching Skills:Since this role involves coaching and developing others, share specific examples of how you've successfully led a team or improved performance in previous roles. We love to see those success stories!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to demonstrate your communication skills, as this is key for the Customer Experience Team Leader position.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Occupop
✨Know the Company Inside Out
Before your interview, take some time to research Worthing Homes. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role and the organisation.
✨Showcase Your Coaching Skills
As a Customer Experience Team Leader, you'll be expected to coach and develop your team. Prepare examples of how you've successfully coached others in the past. Think about specific situations where your feedback led to improved performance or customer satisfaction.
✨Prepare for Complex Scenarios
Expect to discuss how you handle complex customer enquiries and complaints. Have a few examples ready that demonstrate your problem-solving skills and ability to remain calm under pressure. Highlight your approach to ensuring a compassionate service while resolving issues.
✨Data-Driven Mindset
Since the role involves analysing performance data, be prepared to discuss how you've used data to drive improvements in previous roles. Bring examples of trends you've identified and the actions you took as a result. This will show your analytical skills and commitment to continuous improvement.
