Customer Experience Team Lead - Coaching & Performance
Worthing Homes
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Benefits offered by this job
Job summary
Worthing Homes is seeking a Customer Experience Team Leader to drive a high-performing team, coach individuals and deliver a professional, responsive service at first contact. You will balance coaching with hands-on support on calls and emails, shaping a culture of continuous improvement and customer focus.
You'll lead performance management, QA calls, identify trends, and implement improvements while maintaining a visible presence and modelling outstanding service across Worthing Homes'
Qualifications
- You will have experience in customer service with a track record of resolving complex queries.
- Strong coaching and development skills with the ability to lead by example.
- Excellent communication skills across calls, email and portals.
- Experience in QA and using data to drive service improvements.
Responsibilities
- Lead and develop a high-performing Customer Experience team.
- Coach, conduct 1:1s, provide feedback and development plans.
- Monitor performance data, identify trends and implement improvements.
- Handle escalations and ensure consistent, first-contact resolution.
Skills
Job description
Worthing Homes is seeking a Customer Experience Team Leader to drive a high-performing team, coach individuals and deliver a professional, responsive service at first contact. You will balance coaching with hands-on support on calls and emails, shaping a culture of continuous improvement and customer focus.
You'll lead performance management, QA calls, identify trends, and implement improvements while maintaining a visible presence and modelling outstanding service across Worthing Homes'
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