At a Glance
- Tasks: Lead and develop a team to enhance customer service and improve the customer journey.
- Company: Join Panaz, a global leader in high-performance contract fabrics.
- Benefits: Enjoy competitive salary, 33 days holiday, and ongoing training for career growth.
- Other info: Be part of an inclusive culture with opportunities for community involvement.
- Why this job: Make a real impact by improving customer experiences in a supportive environment.
- Qualifications: Experience in team leadership and a passion for customer service.
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. If you are customer-focused, organised, and motivated to improve service delivery in a growing, design-led manufacturer, we encourage you to apply via our careers website.
Key Benefits:
- 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.
We never request payments or sensitive personal information at any stage of the recruitment process. All official job opportunities are advertised on our careers platform. If you encounter any suspicious activity or communications, please contact our HR team for verification and report the incident to the relevant authorities. We prioritise the safety and integrity of all applicants.
Customer Service Team Leader in Burnley employer: Panaz Limited
At Panaz, we pride ourselves on being an exceptional employer that fosters a supportive and inclusive workplace culture. Our commitment to employee growth is evident through ongoing training and development opportunities, alongside competitive benefits such as 33 days of holiday and a recruitment referral bonus. Join us in a dynamic environment where your leadership skills will not only enhance team performance but also contribute to meaningful community initiatives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Burnley
✨Tip Number 1
Get to know the company inside out! Research Panaz's values, culture, and recent projects. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or resolved complex customer issues. Being able to share these experiences will demonstrate your capability as a Customer Experience Team Leader.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don't forget to apply through our careers website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the Panaz team.
We think you need these skills to ace Customer Service 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 Service 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 improving customer journeys and how your proactive approach can benefit our team at Panaz.
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 via our careers 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 Panaz Limited
✨Know the Company Inside Out
Before your interview, make sure you research Panaz thoroughly. Understand their products, values, and recent developments in the contract fabrics industry. This will not only show your genuine interest but also help you tailor your answers to align with their goals.
✨Showcase Your Leadership Skills
As a Customer Experience Team Leader, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples from your past experiences where you've successfully coached team members or improved service standards. Be ready to discuss how you handle complex customer issues and escalate them effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to manage customer complaints. Think of specific scenarios where you simplified processes or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team's current challenges, how success is measured, or opportunities for professional development. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you.
