Customer Experience Team Lead (Multichannel)

Vintage.com; Morley; On-site; GBP 30,000 - 32,000; Full time

Job summary

Vintage.com is seeking a hands-on Customer Experience Team Lead (Multichannel) to oversee a busy multichannel support operation from Trimble Offices, Morley. You’ll lead a team of Customer Experience Agents, set expectations around service quality and coach performance to deliver exceptional customer outcomes.

In this role you’ll balance people leadership with day-to-day delivery, use data to drive improvements and collaborate with other teams to enhance the end-to-end customer journey across

Qualifications

• Leadership experience in customer service or contact centre environments.
• Ability to coach and provide constructive feedback to improve performance.
• Strong communication skills and customer-focused mindset.
• Data-driven approach to identify trends, issues and improvements.

Responsibilities

• Lead Multichannel Customer Experience Agents to deliver consistent service across channels.
• Hold regular 1:1s and coaching sessions with team members to support development.
• Use quality reviews, customer feedback and performance data to guide coaching.
• Address performance, attendance and conduct issues with the People Team when needed.
• Support onboarding and development of new team members to build knowledge and confidence.
• Create an environment where team members feel able to ask questions and take ownership.

Skills

People leadership

Coaching

Performance management

Communication

Data-driven

Prioritisation

Digital systems fluency

Tools

CRM systems

Workforce management tools

Quality assurance tools

Contact-centre technology

Job description

Customer Experience Team Lead (Multichannel)

Department: Customer Experience

Employment Type: Full Time

Location: Trimble Offices, Morley

Compensation: £30,000 - £32,000 / year

Description

At Vintage.com, we’re building the most trusted platform for pre-loved items. We help people give valuable things a new life, making the experience simple, transparent and rewarding.

We bring together specialist knowledge, thoughtful technology and genuine care for our customers. By helping more items stay in circulation, we create value for people and make a positive impact at the same time.

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.

• 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.

What You’ll Do

• 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.

What You’ll Bring

• Experience leading, supervising or coaching a team within a customer service, Customer Experience or contact centre environment.
• Strong people leadership skills, with the ability to set clear expectations, give useful feedback and support people to improve.
• Experience managing individual and team performance using service, quality or productivity information.
• Confidence handling complex customer enquiries, complaints and escalations.
• 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.
• Strong organisation and prioritisation skills, with the ability to manage people responsibilities alongside day‑to‑day operational demands.
• Confidence using different digital systems and platforms within a customer‑service environment.
• Experience working collaboratively with other teams to resolve customer or operational issues.
• The ability to lead people through changes to systems, processes or ways of working.

• Experience leading a multichannel team supporting customers across phone, email, webchat or other digital channels.
• Experience working within a high‑volume contact centre or Customer Experience operation.
• Familiarity with CRM, workforce‑management, quality‑assurance or contact‑centre technology.
• Experience supporting recruitment, onboarding or training of customer‑service teams.
• Exposure to resource planning, scheduling or demand management.
• Experience within a consumer‑facing, retail, e‑commerce or re‑commerce business.
• 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.

In this role, living our values means:

• Set clear and fair expectations for your team and make balanced decisions based on the information available.
• Take ownership of team performance, customer outcomes and agreed actions, following issues through rather than allowing them to drift.
• Treat people with respect and care while still being prepared to have clear and sometimes difficult conversations.
• Stay close to the customer experience and make decisions with the impact on customers in mind.
• Work openly with other leaders and teams across Vintage.com, sharing context and knowledge rather than solving problems in isolation.
• Stay curious about what customer feedback, performance data and individual cases can teach us and turn those insights into improvements.
• Challenge constructively when a process, decision or way of working is creating unnecessary difficulty for customers or colleagues.
• Lead positively through change, helping the team understand what is changing, why it matters and what good looks like.