Customer Experience Team Lead (Multichannel)

Vintage Cash Cow; Leeds; On-site; GBP 38,000 - 48,000; Full time

Job summary

Vintage Cash Cow in Leeds is seeking a hands-on Team Lead for a Multichannel Customer Experience team. You will lead and develop Customer Experience Agents across phone, email, webchat and other digital channels to deliver consistently high service levels.

You will balance people leadership with operational delivery, using performance insight to drive improvements, coach regularly and escalate complex cases when needed.

Qualifications

• Experience leading, supervising or coaching a team within a customer service, Customer Experience or contact centre environment.
• Confidence handling complex customer enquiries, complaints and escalations.
• Experience working collaboratively with other teams to resolve customer or operational issues.
• Experience managing individual and team performance using service, quality or productivity information.
• The ability to lead people through changes to systems, processes or ways of working.
• Strong communication skills, with the ability to be clear and supportive while still holding people accountable.
• Sound judgement and the confidence to make decisions in situations where the answer is not always straightforward.
• The ability to identify what performance data is telling you and turn that insight into practical action.
• Confidence using different digital systems and platforms within a customer‑service environment.
• Strong people leadership skills, with the ability to set clear expectations, give useful feedback and support people to improve.
• Strong organisation and prioritisation skills, with the ability to manage people responsibilities alongside day‑to‑day operational demands.
• Experience working within a high‑volume contact centre or Customer Experience operation.
• Exposure to resource planning, scheduling or demand management
• Experience in an organisation where the customer journey involves physical products, logistics or warehouse operations
• No specific qualification is required. We care more about your leadership experience, judgement, ability to develop people and track record of delivering strong customer outcomes

Responsibilities

• Lead a team of Multichannel Customer Experience Agents across phone, email, and webchat.
• Set clear expectations around customer experience, quality, performance and ways of working.
• Hold regular 1:1s and coaching sessions to provide feedback and support.
• Use quality reviews and feedback to identify coaching needs and improvements.
• Address performance, attendance, and capability concerns early with HR when needed.
• Support onboarding and development of new team members.
• Monitor team performance across channels and adjust schedules to meet demand.
• Collaborate with Operations Manager and other team leads to improve end‑to‑end CX.

Skills

Leadership

Communication

People management

Decision making

Customer service

Coaching

Team building

Problem solving

Analytical thinking

Job description

• Our Customer Experience Team is here to make selling to Vintage.com feel simple, reassuring and straightforward
• Based in Leeds, the team supports customers throughout their journey with us, answering questions, solving problems and making sure people understand what is happening with their items
• We speak to customers across phone, email, webchat and other digital channels, working together and with teams across Vintage.com to find answers, resolve issues and deliver a consistently good customer experience
• Our Customer Experience Agents are responsible for making every customer interaction feel clear, helpful and reassuring. As a Multichannel Customer Experience Team Lead, you’ll create the environment that enables them to do that consistently
• You’ll lead and develop a team of Customer Experience Agents working across phone, email, webchat and other digital channels
• You’ll set clear expectations, coach performance, manage day-to-day service delivery and make sure your team has the support and information they need to resolve customer enquiries well
• This is a hands‑on leadership role. You’ll balance people leadership with operational delivery, using customer and performance insight to understand where the team is doing well and where something needs to change
• You’ll also be an escalation point for more complex customer situations, working with teams across Vintage.com to find the right resolution while helping your Agents build the confidence to handle more themselves over time
• What success looks like:
• Customers receive a consistently high‑quality experience across phone, email, webchat and other channels
• The team meets agreed service, quality, productivity and customer experience expectations
• Agents understand what is expected of them and receive regular, useful coaching and feedback that improves performance
• Performance or capability concerns are identified early, addressed clearly and managed consistently
• Customer escalations are handled calmly and effectively, with appropriate ownership and clear outcomes
• Workloads, schedules and resources are managed effectively so the team can respond to customer demand
• Team members feel informed, supported and accountable for the quality of their work
• Customer trends, recurring issues and operational risks are identified and shared so improvements can be made
• New systems, processes and ways of working are introduced effectively and understood by the team
• The Team Lead works effectively with other leaders and teams to improve the end‑to‑end customer experience
• Lead a team of Multichannel Customer Experience Agents, setting clear expectations around customer experience, quality, performance and ways of working
• Hold regular 1:1s, coaching conversations and team sessions that give people clear feedback and practical support to improve
• Use quality reviews, customer feedback and performance information to identify individual strengths, development needs and opportunities for coaching
• Address performance, conduct, attendance and capability concerns early, working with the People Team where formal support or processes are required
• Support the onboarding and development of new team members so they build the knowledge and confidence needed to succeed
• Create an environment where people feel able to ask questions, share ideas and take ownership of the customer experience
• Monitor team performance across customer channels and use data to understand service levels, quality, productivity and customer outcomes
• Translate performance information into clear priorities and actions for the team rather than focusing on measures in isolation
• Manage workloads and day‑to‑day resource allocation so customer demand is supported effectively across different channels
• Identify emerging performance issues early and take appropriate action to keep service on track
• Balance productivity with quality and customer care, making sure pressure to deliver does not come at the expense of getting things right
• Work with the Operations Manager and other Team Leads to understand demand, capacity and priorities across the wider Customer Experience operation
• Act as an escalation point for complex, sensitive or higher‑risk customer enquiries where additional authority or support is needed
• Support Agents to investigate and resolve difficult customer situations rather than automatically taking ownership away from them
• Review customer interactions and case information to make sure our service standards are being applied consistently
• Identify when customer issues require support from another team and coordinate the right people to reach an appropriate resolution
• Use escalations and complaints as learning opportunities, feeding themes back into coaching, processes and service improvements
• Identify recurring customer issues, process gaps and operational friction and work with relevant teams to improve them
• Use customer and performance insight to recommend practical changes that improve service, quality or efficiency
• Support the introduction of new systems, tools, channels and processes, making sure the team understands why things are changing and how to work differently
• Look for opportunities to simplify ways of working while protecting quality, accuracy and customer outcomes
• Maintain clear and accurate team records and make sure agreed Customer Experience processes and standards are followed
• Build strong working relationships with other Team Leads and teams across Vintage.com so customer issues can be resolved without unnecessary hand‑offs
• Keep the team informed about changes, priorities and information that affect their customers or their work
• Share customer insight and recurring themes with the wider business so decisions consider the impact on the customer experience
• Work closely with the Operations Manager on service priorities, team performance and opportunities to improve how the Customer Experience function operates
• Contribute ideas and challenge constructively as the Customer Experience function continues to develop

Experience

• Experience leading, supervising or coaching a team within a customer service, Customer Experience or contact centre environment
• Confidence handling complex customer enquiries, complaints and escalations
• Experience working collaboratively with other teams to resolve customer or operational issues
• Experience managing individual and team performance using service, quality or productivity information
• The ability to lead people through changes to systems, processes or ways of working
• Strong communication skills, with the ability to be clear and supportive while still holding people accountable
• Sound judgement and the confidence to make decisions in situations where the answer is not always straightforward
• The ability to identify what performance data is telling you and turn that insight into practical actionConfidence using different digital systems and platforms within a customer‑service environment
• Strong people leadership skills, with the ability to set clear expectations, give useful feedback and support people to improve
• Strong organisation and prioritisation skills, with the ability to manage people responsibilities alongside day‑to‑day operational demands
• Experience working within a high‑volume contact centre or Customer Experience operation
• Exposure to resource planning, scheduling or demand managementExperience in an organisation where the customer journey involves physical products, logistics or warehouse operations
• No specific qualification is required. We care more about your leadership experience, judgement, ability to develop people and track record of delivering strong customer outcomes

Competencies

• Experience leading a multichannel team supporting customers across phone, email, webchat or other digital channels
• Familiarity with CRM, workforce‑management, quality‑assurance or contact‑centre technology
• Experience supporting recruitment, onboarding or training of customer‑service teams
• Experience within a consumer‑facing, retail, e‑commerce or re‑commerce business