At a Glance
- Tasks: Lead and develop a team to enhance customer service and improve processes.
- Company: Join Panaz, a global leader in high-performance contract fabrics.
- Benefits: Enjoy competitive salary, 33 days holiday, and ongoing training.
- Other info: Be part of a culture that values inclusivity and community support.
- Why this job: Make a real impact on customer experience in a supportive environment.
- Qualifications: Experience in team leadership and customer service is essential.
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.
Why Panaz? – Culture, Benefits & GrowthWe offer a supportive, inclusive workplace where people can develop and thrive. Key benefits include:
- 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
- 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.
- 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.
- 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
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, competitive salaries, and generous benefits such as 33 days of holiday and a recruitment referral bonus. Join us in our vibrant location where you can make a meaningful impact while leading a dedicated team in delivering outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Burnley
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Service Team Leader role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to team leadership and customer service. We recommend doing mock interviews with friends or family to build your confidence and get feedback on your responses.
✨Tip Number 3
Showcase your skills! When you get the chance to meet potential employers, whether at job fairs or networking events, bring along examples of your past successes in team management and customer satisfaction. This will help you stand out from the crowd.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining Panaz and being part of our amazing team culture.
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, share examples of how you've tackled complex customer issues in the past. We love seeing candidates who can think on their feet and drive change!
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 this exciting opportunity with Panaz!
How to prepare for a job interview at Panaz
✨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 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 motivate a team. Prepare examples from your past experiences where you've successfully coached team members or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Complex Scenarios
Expect questions about handling difficult customer situations or escalations. Think of specific instances where you resolved complex issues and be ready to discuss your thought process and the outcomes. This will highlight your problem-solving skills and customer focus.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the team's current challenges, how success is measured, or opportunities for professional development. This shows that you're proactive and genuinely interested in contributing to the team’s success.
