Customer Experience & Growth Team Leader

Stockport Homes Group; Stockport; On-site; GBP 36,000 - 48,000; Full time

Job summary

Stockport Homes Group is seeking a Customer Experience & Growth Team Leader for its Carecall service in Stockport. The role focuses on delivering excellent customer outcomes, leading a small team, and driving growth through partnerships and responsive service delivery.

You will manage onboarding, installations, stock levels and performance against KPIs while ensuring TSA standards are met. This is a full-time, on-site position with out-of-hours rota participation.

Responsibilities

• Lead the Customer Experience & Growth Officers to deliver outstanding customer service.
• Oversee day-to-day operation of the Carecall service to ensure continuity of delivery.

Job description

Permanent, Full-Time (37 hours per week)

Make a Difference. Lead with Purpose. Drive Growth.

At Stockport Homes Carecall, we are passionate about helping people live safely, independently and confidently in their own homes. As part of our wider Independent Living Service, we provide innovative telecare solutions and responsive support that empower customers to maintain their independence while receiving the reassurance they need.

We are looking for an enthusiastic and experienced Customer Experience & Growth Team Leader to help shape the future of our Carecall service.

Reporting to the Independent Living Operations Manager, you will lead a team of Customer Experience & Growth Officers, ensuring the delivery of outstanding customer service while identifying opportunities to grow and develop the service through innovation, partnership working and effective promotion.

The role is responsible for overseeing the day-to-day operation of the service, ensuring resources are effectively managed to maintain continuous service delivery. You will be responsible for customer onboarding, coordinating installations and removals, managing stock levels, monitoring performance against KPIs, and ensuring compliance with TSA standards. The successful candidate will also participate in the wider out-of-hours management rota (1 in 5).

This is a fantastic opportunity to join an innovative and forward-thinking service that makes a genuine difference to people's lives every day. You will play a key role in delivering excellent customer experiences while supporting the future growth and success of Carecall.

Why Join Us?

At Stockport Homes Group, our "Be You" approach sums up our belief that everyone has the right to be who they are, and to be that person at work, in line with SHG’s Values. We’re always looking to improve diversity within our teams to enhance this culture and to be truly representative of the communities we work in.

This role will be on SKylight terms and conditions.

The successful applicant's appointment will be subject to satisfactory enhanced clearance by the Disclosure and Barring Service.

Closing Date: 17th November 2026
Interview Date: 23rd November 2026