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- Tasks: Lead a team to deliver exceptional customer experiences and achieve business targets.
- Company: Join Royal Mail, a trusted name with a commitment to inclusion and community.
- Benefits: Competitive salary, annual bonus, generous leave, and family-friendly support.
- Why this job: Make a real impact by coaching and developing your team in a dynamic environment.
- Qualifications: Experience in customer service with strong leadership and communication skills.
- Other info: Opportunities for hybrid working and excellent career growth.
The predicted salary is between 30000 - 42000 £ per year.
Job reference 330891
Role: Customer Experience Team Leader
Location: Doxford Contact Centre, Sunderland (SR3 3XW). This is a permanent role. You will be required to work full-time in the office initially. There may be the opportunity to move to a hybrid working arrangement, with a minimum of three days per week in the office, depending on the needs of the wider team.
Salary and benefits: Competitive salary, 10% annual bonus potential, 25 days annual leave plus bank holidays rising with service, and a company pension scheme with highly competitive contribution rates.
Shifts and working pattern: Shifts between 7am and 10pm from Monday to Friday, and between 8am and 8pm on Saturdays and Sundays. Five days out of seven with a requirement to cover late shifts when needed.
We are happy to discuss working arrangements to align with both your needs and customer demand.
About the Role
Reporting to the Customer Service Manager, you will lead a team of advisors to deliver exceptional customer experience. You will focus on continuous improvement, team development, and achieving key business targets through effective leadership and resource management.
- Lead your team to consistently meet quality, productivity, and customer service targets.
- Provide regular coaching and support to help individuals improve performance against KPIs.
- Share business updates clearly and champion company values across your team.
- Oversee attendance, performance, and ensure compliance with mandatory training.
- Encourage the adoption of new technologies and offer real-time support when needed.
- Address and challenge any poor behaviour in a constructive and professional manner.
- Support personal and team development through tailored training and growth plans.
About You
You will bring:
- Proven experience in a customer service environment, with a passion for coaching and developing others.
- Strong leadership, decision-making, and influencing skills.
- Excellent communication and relationship-building abilities.
- Confidence in handling difficult conversations when needed.
- A customer-focused mindset and professional approach.
- A positive, proactive attitude and ability to thrive under pressure.
Extra Benefits
- Family friendly support – enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
- Discounts and offers – more than 800 offers to save on groceries, days out, holidays and household bills. *
- Supportive and generous company sick pay.
- Your Wellbeing – 24/7 access to services and tools to support physical and mental health, financial and social support and advice. Free for everyone. *
*Available only to perm employees
Next Steps
The next stage of the selection process will be a face-to-face interview consisting of competency-based and role-specific questions.
Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails. Your interview is the first step, and we want you to shine. To help you prepare, we\’ll provide your interview questions in advance so you can have your best examples ready. Royal Mail Group values trust and our people.
We understand that candidates may not meet all the criteria for the role. If your experience is different but you have relevant skills, we’d love to hear from you.
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners. We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted. We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.
For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/
Closing Date: 19th October. This advert may close early if the appropriate number of applications has been reached.
#LI-Hybrid #LI-POST #LIMRT
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Customer Experience Team Leader employer: Royal Mail Group
Contact Detail:
Royal Mail Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Team Leader
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see what they value. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. The more comfortable you are with your responses, the more confident you'll feel during the actual interview.
✨Tip Number 3
Don’t forget to prepare some questions for them too! This shows your interest in the role and helps you figure out if it’s the right fit for you. Think about what you want to know about the team and the company.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen. Plus, we love hearing from candidates who are excited about joining our team!
We think you need these skills to ace Customer Experience Team Leader
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 leadership. We want to see how your skills align with the role of Customer Experience Team Leader, so don’t hold back!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to lead teams and improve customer experiences. Numbers and examples speak volumes, so let us know how you’ve made a difference!
Be Authentic: We love genuine candidates! Don’t be afraid to let your personality shine through in your application. Share your passion for coaching and developing others, as well as your approach to handling difficult conversations.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Royal Mail Group
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Experience Team Leader inside out. Familiarise yourself with the key responsibilities and think about how your past experiences align with them. This will help you answer competency-based questions confidently.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership style and how you've successfully coached and developed team members in the past. Think about specific situations where you’ve influenced positive change or improved performance, as this is crucial for the role.
✨Practice Makes Perfect
Rehearse common interview questions related to customer service and team management. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you articulate your thoughts clearly and demonstrate your problem-solving skills effectively.
✨Be Yourself
While it’s important to be professional, don’t forget to let your personality shine through. The company values trust and transparency, so being genuine will resonate well with the interviewers. Show your passion for customer service and your proactive attitude towards challenges.