Customer Experience Team Lead - Housing (Worthing)

Hollybank Trustees Ltd; Worthing; On-site; GBP 31,000 - 38,000; Full time

Benefits offered by this job

Contributory pension scheme - company

29 days annual leave + bank holidays

Option to buy additional annual leave

Retail and gym discounts

Cycle2Work Scheme

Employee assistance programme

Funded training and qualifications

Paid Professional Subscription (1 per

Job summary

The successful candidate will lead by example, work across channels, and use data-driven insights to enhance first contact resolution while maintaining a supportive, inclusive environment.

Responsibilities

• Lead, coach and develop a high-performing Customer Experience team to deliver professional, responsive and compassionate service at first point of contact.
• Manage performance by setting clear expectations, addressing capability and conduct, and driving a customer-focused culture.
• Conduct quality assurance of customer calls and written responses to ensure accuracy and alignment with standards, using insights to improve delivery and first contact resolution.
• Spend part of the week on frontline queries, acting as escalation point and modelling best practice in customer interactions.

Job description

The successful candidate will lead by example, work across channels, and use data-driven insights to enhance first contact resolution while maintaining a supportive, inclusive environment.