Customer Experience Manager - Team Lead

Anderson Recruitment Ltd; Stroud; On-site; GBP 42,000 - 54,000; Full time

Job summary

Anderson Recruitment Ltd is partnering with a premium sustainable brand in Stroud to recruit a hands-on Customer Service Team Leader. You will lead a growing team, analyze data to improve service levels, and drive process improvements across touchpoints to prevent issues.

The role blends coaching, performance management and direct customer engagement, with a focus on delivering an outstanding experience and cross-department collaboration.

Qualifications

• Experience leading a customer service team.
• Ability to analyze data and spot trends.
• Proven track record of improving processes.
• Strong communication and interpersonal skills.
• Experience handling escalations and complex issues.

Responsibilities

• Lead, motivate and develop a growing Customer S team of 5 (possible increase to 8 by the end of 2026).
• Manage team performance, KPIs and service levels.
• Conduct regular one-to-ones, reviews and team coaching.
• Monitor workloads, response times and customer service queues.
• Act as the main escalation point for complex customer issues.
• Resolve complaints professionally and ensure positive outcomes.
• Take a hands-on approach to customer enquiries and support tickets.
• Deliver an exceptional customer experience across all channels.
• Work closely with other departments to resolve customer issues.
• Analyse performance data to identify trends and areas for improvement.
• Produce regular reports and recommend improvements.
• Identify recurring issues and implement preventative solutions.
• Monitor customer reviews and drive improvements in satisfaction.
• Improve processes, systems and workflows to increase efficiency.
• Identify training needs and support ongoing team development.

Skills

Team leadership

Data analysis

Customer service

Communication

Problem solving

Job description

Anderson Recruitment Ltd is partnering with a premium sustainable brand in Stroud to recruit a hands-on Customer Service Team Leader. You will lead a growing team, analyze data to improve service levels, and drive process improvements across touchpoints to prevent issues.

The role blends coaching, performance management and direct customer engagement, with a focus on delivering an outstanding experience and cross-department collaboration.