Customer Experience Team Lead – Repairs (Maternity)

Norwich City Services Limited; Norwich; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Living Wage Employer

Cycle to Work Scheme

Supportive and inclusive environment

Job summary

Norwich City Service Limited (NCSL) seeks a Customer Experience Team Leader (Maternity Cover) to oversee the repairs-focused customer service function on-site in Norwich. You will manage daily operations, handle complex enquiries, and drive improvements in booking and reporting accuracy.

The ideal candidate will lead a high-performing team, communicate clearly with the public and colleagues, and use IT tools (Excel/Word) to generate clear reports while maintaining compliance and KPIs.

Qualifications

• Experience leading a team to deliver performance and meet customer expectations.
• Experience with appointment and repairs systems.
• Extensive experience in a customer-focused environment.

Responsibilities

• Oversee daily operations of the customer experience function for repairs (housing and non-housing).
• Manage complex enquiries and ensure issues are resolved efficiently.
• Lead area ownership to improve booking and reporting accuracy.
• Collaborate with internal teams and external partners using multiple IT systems.
• Maintain KPIs and compliance while supporting frontline colleagues.

Skills

Strong communication

Microsoft Excel

Microsoft Word

Analytical thinking

Team leadership

Tools

Appointment systems

Repairs systems

Job description

Norwich City Service Limited (NCSL) seeks a Customer Experience Team Leader (Maternity Cover) to oversee the repairs-focused customer service function on-site in Norwich. You will manage daily operations, handle complex enquiries, and drive improvements in booking and reporting accuracy.

The ideal candidate will lead a high-performing team, communicate clearly with the public and colleagues, and use IT tools (Excel/Word) to generate clear reports while maintaining compliance and KPIs.