Customer Experience Team Leader

Customer Experience Team LeaderAbout the RoleI''m 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, you''ll 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. You''ll 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. You''ll 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 communications to ensure consistency, accuracy and compliance with service standards. Using quality insights and performance data, you''ll 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, you''ll spend part of your ..... full job details .....