Customer Experience Team Lead - Repairs & Service

Norwich City Services Limited; Norwich; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Living Wage Employer

Cycle to Work Scheme

Supportive environment

Employee Assistance Program

Learning and development

25 days annual leave + 8 bank holidays

Job summary

Norwich City Service Limited (NCSL) is recruiting a Customer Experience Supervisor to lead the team delivering high-quality customer service across repairs for housing and non-housing properties in Norwich. The role requires strong organisation, resilience, and collaboration with internal teams and external partners.

You will work to maintain compliance, support frontline colleagues, and ensure KPI targets are met while providing clear reports and managing workloads with minimal supervision.

Qualifications

• Experience leading a team to deliver great performance and meet customers expectation.
• Experience in customer-focused repairs environments or social housing context.
• Excellent communication with the public and colleagues at all levels.

Responsibilities

• Oversee daily operations of the customer experience function.
• Manage complex enquiries and ensure timely resolutions across repairs (housing and non-housing).
• Improve booking accuracy and reporting for your area.
• Maintain KPI performance and support frontline colleagues with effective coaching.

Skills

Team leadership

Customer focus

Communication

Problem solving

Multitasking

Tools

Microsoft Excel

Microsoft Word

Repairs scheduling software

Job description

Norwich City Service Limited (NCSL) is recruiting a Customer Experience Supervisor to lead the team delivering high-quality customer service across repairs for housing and non-housing properties in Norwich. The role requires strong organisation, resilience, and collaboration with internal teams and external partners.

You will work to maintain compliance, support frontline colleagues, and ensure KPI targets are met while providing clear reports and managing workloads with minimal supervision.