Customer Experience Team Leader

You will lead and inspire teams to deliver exceptional operational and service performance across all key business KPIs, driving continuous improvement through effective communication, strong colleague engagement, and a commitment to coaching and developing others. We currently have six positions available, with all of these being a six month secondment. Please see below the different shift patterns: Mon-Fri 11:45-20:00; Sat 1 off in 3, 12:00-20:00; Non Sun Mon-Fri 14:45-23:00, Sat 1 off in 3, 14:45-23:00, Non Sun Mon-Fri 14:30-23:00, Sat 1 off in 3, 14:45-23:00, Non Sun Mon-Fri 14:30-23:00, Sat 1 off in 3, 14:45-23:00, Non Sun Mon-Fri 07:00 -15:00; 1 off in 3 Sat 07:00 -15:30; Non Sun Mon-Fri 07:00 -15:00; 1 off in 3 Sat 07:00 -15:00; Sun 08:00-16:00

• Championing our Core Purpose by understanding how the role contributes to delivering great outcomes for customers and colleagues.
• Role-modelling company values and setting high standards through consistent, positive behaviours.
• Creating a highly engaged team culture where colleagues feel motivated, included, and passionate about serving customers better every day.
• Delivering key performance metrics and driving strong operational results.
• Collaborating across teams to ensure colleagues have the information and support needed to serve customers effectively.
• Managing complex escalations, working with stakeholders to resolve issues and taking ownership to ensure closure.
• Maintaining and embedding standard operating procedures to ensure consistency and compliance.
• Ensuring colleagues receive the right training and development to deliver high-quality service and meet expectations.
• Holding regular, meaningful conversations that recognise great performance and support career aspirations.
• Supporting performance management through clear guidance, expectations, and accountability.
• Providing structured 1:1 feedback to direct reports to support growth and development.
• Creating an inclusive environment where every colleague feels welcome and valued.
• Ensuring equal development opportunities for all team members.
• Owning action plans to build a great place to work using colleague feedback and insight.
• Identifying opportunities for improvement to remove barriers to performance and enhance colleague and customer experience.
• Setting clear individual objectives aligned with team and business priorities.
• Delivering personal objectives and actively participating in structured development conversations.
• Continuously developing skills to excel in the role and support team success.
• Analysis and Problem solving
• Communication
• Planning and Organising
• Conflict resolution
• Logical thinking and Decision making
• Coaching and development
• Collaboration/Empathy/Responsiveness/Resilience and Innovation
  
  Relevant experience in managing a team of direct reports.
• People Management experience
• Track record in coaching teams to deliver strong performance against key metrics.
• Excellent communicator - verbal and written
• Track record in identifying opportunities and problem solving to provide solutions
• Experience working on own initiative, along with working as part of a wider team