At a Glance
- Tasks: Lead a team to enhance customer experience and achieve service excellence.
- Company: WPS is dedicated to making a positive impact in communities through exceptional service.
- Benefits: Enjoy flexible working, 25 days leave, health support, and ongoing training.
- Other info: Apply by 25th August 2025; early closure possible due to demand.
- Why this job: Join a diverse team focused on personal growth and community impact.
- Qualifications: GCSEs in Maths & English, team management experience, and good IT skills required.
The predicted salary is between 29211 - 40895 € per year.
Join to apply for the Customer Experience Team Leader role at WPS
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Join to apply for the Customer Experience Team Leader role at WPS
This range is provided by WPS. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Are you a skilled Customer Experience Team Leader based near Knowsley, looking to earn £29,211 per year?
We can Offer You:
- Work-Life Balance: Agile working, 25 days annual leave + bank holidays, plus flexibility with overtime
- Health & Wellbeing: 24/7 GP access, mental health support, fitness programs, and more
- Training & Growth: Ongoing professional development to keep you at the top of your game
- Develop personal and team performance
- Provide coaching and guidance
- Maximise first point of contact resolution to achieve excellence in service delivery to all customers
- Ensure KPI/SLAs are met through effective management of the team
- Continuous review and improvement of our service and providing direction for a team of advisors
- Support and deputise for the Customer Experience Team Manager
- Arrange and provide induction and training
- Support the Team leaders and coordinate recruitment for new vacancies
- Manage training schedules for the team
- GCSEs (or equivalent) in Maths & English
- Experience successfully managing, leading, developing and coaching a team whilst achieving service targets
- Good level of IT skills, including Microsoft Office packages
- Experience working within a call/service centre environment, ideally in social housing
- Knowledge of scheduling software and other database applications and experience in writing and presenting statistics and reports.
- NVQ Level 3 in Customer Service is desirable
We’re a diverse, supportive team with a focus on personal development, wellbeing, and making a real difference in the communities we serve. Liberty offers you a chance to work with the best in the industry and continuously improve your skills while enjoying a rewarding career.
Apply Today!
Click “Apply” below to join Liberty as our Customer Experience Team Leader. We look forward to hearing from you!
Closing Date: 25th August 2025 (We may close early due to high demand)
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Job function
Job function
Information TechnologyIndustries
Consumer Services
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#J-18808-LjbffrCustomer Experience Team Leader in Knowsley employer: WPS
At WPS, we pride ourselves on being an exceptional employer, offering a supportive and diverse work environment in Knowsley. With a strong focus on employee wellbeing, we provide 25 days of annual leave, flexible working options, and comprehensive health support, alongside continuous professional development opportunities to help you thrive in your career. Join us to make a meaningful impact in the communities we serve while enjoying a rewarding and balanced work-life experience.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Leader in Knowsley
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) and service level agreements (SLAs) relevant to customer experience roles. Understanding these metrics will help you demonstrate your ability to meet and exceed targets during interviews.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully coached and developed team members in previous roles. Be ready to discuss specific situations where your guidance led to improved performance or customer satisfaction.
✨Tip Number 3
Research WPS and their approach to customer service. Being knowledgeable about their values and practices will allow you to tailor your responses in interviews, showing that you're a great fit for their team culture.
✨Tip Number 4
Network with current or former employees of WPS on platforms like LinkedIn. Engaging with them can provide valuable insights into the company and may even lead to referrals, increasing your chances of landing the job.
We think you need these skills to ace Customer Experience Team Leader in Knowsley
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service and team leadership. Use specific examples that demonstrate your ability to manage and develop a team, as well as your success in achieving service targets.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer experience and your leadership skills. Mention how your background aligns with the role's requirements, particularly your experience in a call/service centre environment.
Highlight Relevant Skills:In your application, emphasise your IT skills, especially with Microsoft Office and any scheduling software you have used. Mention your ability to write and present statistics and reports, as these are key aspects of the role.
Showcase Continuous Improvement:Discuss any initiatives you've led or participated in that focused on improving service delivery. This could include training programmes you've developed or implemented, as well as how you've maximised first point of contact resolution.
How to prepare for a job interview at WPS
✨Showcase Your Leadership Skills
As a Customer Experience Team Leader, it's crucial to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully managed and coached teams in the past, focusing on specific outcomes and improvements.
✨Understand the Company Culture
Research WPS and their approach to customer service. Familiarise yourself with their values and mission, and be ready to discuss how your personal values align with theirs. This shows that you're not just looking for any job, but that you genuinely want to be part of their team.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Think of scenarios where you've maximised first point of contact resolution or improved service delivery, and be ready to explain your thought process and actions.
✨Highlight Your IT Proficiency
Since the role requires a good level of IT skills, particularly with Microsoft Office and scheduling software, be prepared to discuss your experience with these tools. You might even want to mention any relevant projects where you used these skills effectively.
