Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- 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 28800 - 43200 £ per year.
Get AI-powered advice on this job and more exclusive features.
Job reference 330891
Customer Experience Team Leader
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.
Permanent.
This is a permanent role based at the Doxford Contact Centre in Sunderland (SR3 3XW). You will be required to work full-time in the office initially. Once you’ve settled into the role, 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.
Your shifts will fall between 7am and 10pm from Monday to Friday, and between 8am and 8pm on Saturdays and Sundays. You will work five days out of seven, and there is an expectation that you will be available to cover late shifts when required. We’re happy to discuss working arrangements to ensure they 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
- 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 help you 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 your physical, mental, financial and social well‑being. It’s free and for everyone.
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, building trust from the start of your journey. 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.
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. 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. Please note, this advert may close early if the appropriate number of applications has been reached.
#J-18808-Ljbffr
Customer Experience Team Leader employer: Royal Mail
Contact Detail:
Royal Mail 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 the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. The more comfortable you are, the better you'll perform when it counts.
✨Tip Number 3
Don’t forget to prepare some questions for your interviewer. It shows you're genuinely interested in the role and helps you figure out if the company is right for you too!
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
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 for the Customer Experience Team Leader role. Highlight your leadership skills and experience in customer service, as we want to see how you can lead a team to deliver exceptional experiences.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've improved team performance or customer satisfaction in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We value a positive, proactive attitude, so don’t be afraid to show us who you are and why you’re passionate about this role.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Royal Mail
✨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 questions confidently and show that you're genuinely interested in the position.
✨Prepare for Competency Questions
Since the interview will include competency-based questions, prepare specific examples from your previous roles that demonstrate your leadership, decision-making, and customer service skills. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Showcase Your Coaching Skills
As a team leader, your ability to coach and develop others is crucial. Be ready to discuss how you've successfully supported team members in the past. Think of instances where you've provided feedback or training that led to improved performance, and be prepared to share these stories.
✨Ask Thoughtful Questions
At the end of the interview, you'll likely have the chance to ask questions. Use this opportunity to show your interest in the company culture and team dynamics. Ask about their approach to continuous improvement or how they support team development, which will demonstrate your commitment to fostering a positive work environment.