Customer Experience Team Leader

Are you someone who enjoys leading people, making confident decisions and keeping services running smoothly - even when things get busy or outside standard hours?Join our CXM Hub as a Team Leader and play a key role in the day-to-day running of a busy contact centre supporting the Prisons Enquiry Centre. You''ll work alongside a supportive group of Team Leaders and colleagues, where collaboration, accountability and a strong team culture are at the heart of what we do. This is a hands-on leadership role where you''ll lead a team of around 10 - 14 colleagues, helping them deliver a consistently high standard of customer service in a fast-paced, 365-day operation.You''ll balance people leadership with operational decision-making and be trusted to work independently when needed, including outside standard hours. If you enjoy motivating others, taking ownership and staying calm under pressure, this could be the role for you. This role is based in Newport with a fixed hybrid working arrangement, offering a balance between office collaboration and home working. Shifts are scheduled between 7am and 8pm on weekdays, and 7am to 5pm on weekends and public holidays, with a fair rota of approximately one in three weekends.What you''ll be doing:Leading the day-to-day operation of the Prisons Enquiry Centre, ensuring service levels and customer experience are consistently met.Managing, coaching and supporting your team to perform at their best, including quality monitoring and performance ..... full job details .....