At a Glance
- Tasks: Lead and develop a high-performing customer service team while ensuring excellent customer experiences.
- Company: Join a dynamic organisation focused on service excellence and team development.
- Benefits: Competitive salary, professional growth opportunities, and a supportive work environment.
- Other info: Ideal for those passionate about improving customer experiences in social housing or similar sectors.
- Why this job: Make a real impact by shaping a positive customer-focused culture and developing your team.
- Qualifications: Experience in customer service leadership and strong coaching skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
About the Role
Im looking for an experienced and people-focused Customer Experience Team Leader to help me build and develop a high‑performing customer service team. This is a fantastic opportunity for someone who is passionate about coaching others, driving service excellence, and creating a positive customer experience at every interaction. In this role, youll support the day‑to‑day leadership of a busy customer service team, ensuring customers receive a professional, responsive and compassionate service from their first point of contact.
A key part of the position is people leadership. Youll spend a significant amount of your time coaching, mentoring and developing team members through regular one‑to‑ones, call listening, feedback sessions and structured development plans. Youll also actively manage performance, setting clear expectations and addressing capability or conduct concerns when needed, helping to create a positive, accountable and customer‑focused culture.
You’ll be responsible for carrying out quality assurance checks on customer calls and written communication to ensure consistency, accuracy and compliance with service standards. Using quality insights and performance data, youll identify trends, risks and opportunities, making recommendations to improve customer satisfaction, operational efficiency and first‑contact resolution.
This is a hands‑on leadership role. Alongside leading the team, youll spend part of your week handling customer enquiries across phone, email and online channels, resolving complex issues and complaints. Youll act as an escalation point for colleagues while leading by example through a visible and supportive presence within the team.
About You
Im looking for a positive and motivated leader with a genuine passion for customer service and developing people. You’ll have proven experience in a customer service environment and a strong track record of managing complex customer enquiries, solving problems effectively and making sound decisions in a fast‑paced setting. Youll be confident conducting coaching and development conversations and using feedback, call listening and structured support to improve individual and team performance. You’ll also have experience in quality assurance and performance monitoring, using customer feedback and data to identify trends, drive service improvements and support informed decision‑making. Strong communication skills and the ability to build positive relationships at all levels are essential. To be successful, you’ll be comfortable balancing competing priorities, working collaboratively across teams and maintaining a strong focus on delivering positive outcomes for customers.
Ideally, you’ll have:
- Experience leading or supervising a customer service team
- Strong coaching, mentoring and performance management skills
- Experience carrying out quality assurance and analysing service performance data
- The ability to manage complex customer enquiries and complaints effectively
- Excellent communication and stakeholder management skills
- Experience delivering support across multiple customer contact channels
- Knowledge of repairs and maintenance services or experience within housing or a similar customer‑focused sector (desirable)
Why Apply?
This is an opportunity to make a real impact by developing people, improving customer experiences and helping shape a culture of continuous improvement. If youre an enthusiastic leader who thrives on supporting others to succeed and delivering excellent customer service, Id love to hear from you.
Please note: I will only be taking applications from candidates with a background working in either social housing, local authority, construction or repairs maintenance. Candidates without this experience are unlikely to be considered at this time.
Customer Experience Team Leader employer: Park Avenue Recruitment
Join a dynamic and supportive environment where your leadership skills can truly shine as a Customer Experience Team Leader. We prioritise employee growth through comprehensive coaching and development opportunities, fostering a culture of excellence and accountability. Located in a vibrant community, we offer a unique chance to make a meaningful impact on customer experiences while working alongside passionate colleagues dedicated to service improvement.
