At a Glance
- Tasks: Lead and develop a team to enhance customer experiences and resolve complex issues.
- Company: Join Panaz, a global leader in high-performance contract fabrics.
- Benefits: Competitive salary, 33 days holiday, and ongoing training for career growth.
- Other info: Supportive culture with opportunities for community involvement and personal development.
- Why this job: Make a real impact by improving customer journeys and leading a dynamic team.
- Qualifications: Experience in team leadership and customer service, with a knack for problem-solving.
The predicted salary is between 30000 - 40000 € per year.
Panaz, a global leader in high-performance contract fabrics, is seeking an experienced Customer Experience Team Leader to own and continuously improve the customer journey across pre- and post-sales touchpoints. Reporting to the Head of Customer Experience, this role will suit a proactive people-leader who excels at driving team performance, delivering exceptional customer service, and working cross-functionally to resolve complex enquiries. This is a hands-on leadership role combining team management, process improvement, and day-to-day customer care. The successful candidate will coach and develop a small team of customer service advisors, manage workload and service standards, and act as an escalation point for high-priority customer issues.
Why Panaz? – Culture, Benefits & Growth
- We offer a supportive, inclusive workplace where people can develop and thrive.
- Salary – competitive and depending on experience.
- Working hours – 37.5 hours per week.
- 33 days holiday – including bank holidays and paid Christmas closure.
- Inclusive team culture – accessible facilities, team events and volunteering opportunities.
- Recruitment referral bonus – Receive £250 for recommending successful new team members.
- Training & development – ongoing support for career progression.
- Company sick pay – after 1 year of service.
- Giving something back – We actively support local organisations and community projects, supporting charities including The Furniture Makers’ Charity.
Key Responsibilities
- Lead, coach and develop a team of customer service advisors to deliver consistently high service standards and achieve team KPIs.
- Manage team scheduling, capacity and workload to ensure timely responses across email, phone and CRM channels.
- Conduct regular 1:1s, performance reviews and training sessions to support continuous improvement and career development.
- Identify opportunities to simplify processes, reduce friction and improve customer satisfaction across the customer lifecycle.
- Produce regular reports on team performance, customer feedback and trends, and use insight to drive change.
Experience & Qualifications
- Proven experience in a Team Leader role, with the ability to lead, motivate, and develop a team.
- Familiarity with CRM systems and reporting tools.
- Experience in dealing with complex customer issues, and being the first point of escalation contact.
- Experience within contract textiles is desirable but not essential.
- Proven ability to build high-performing teams.
- Comfortable working in a fast‑paced environment and adapting to changing priorities.
- You analyse problems, propose improvements and support implementation.
Customer Experience Team Leader in Burnley employer: Panaz Limited
At Panaz, we pride ourselves on fostering a supportive and inclusive workplace that empowers our employees to grow and excel. As a Customer Experience Team Leader, you will benefit from competitive salary packages, generous holiday allowances, and ongoing training opportunities, all while being part of a culture that values teamwork and community engagement. Join us in making a meaningful impact as we continuously enhance the customer journey together.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Leader in Burnley
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Customer Experience Team Leader role.
✨Tip Number 2
Prepare for the interview by researching Panaz and their customer journey. We want you to show off your knowledge about their values and how you can enhance their customer experience. Tailor your answers to reflect their culture and goals!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family. We suggest focusing on common questions for leadership roles and how you would handle complex customer issues. This will boost your confidence and help you articulate your experience.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. We believe this small gesture can set you apart from other candidates and keep you fresh in their minds.
We think you need these skills to ace Customer Experience Team Leader in Burnley
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Experience Team Leader role. Highlight your leadership experience and any relevant achievements in customer service to grab our attention!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how you can contribute to our team. Be genuine and let your personality come through.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled complex customer issues in the past. We love seeing candidates who can analyse problems and propose effective solutions!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Panaz Limited
✨Know the Company Inside Out
Before your interview, make sure you research Panaz thoroughly. Understand their products, values, and recent news. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Customer Experience Team Leader, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully coached team members or improved performance in previous roles. Be ready to discuss specific challenges and how you overcame them.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and customer service approach. Think of scenarios where you've dealt with complex customer issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team culture, ongoing training opportunities, or how success is measured in the role. This shows you're engaged and serious about contributing to the team.
