Customer Experience Team Leader

Anchor; Bradford; Presencial; GBP 30.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Shift allowance

Descripción de la vacante

Anchor in Bradford is seeking a Customer Experience Team Leader to guide a high-performing team and ensure a consistently excellent customer journey. This full-time, permanent role is 34.5 hours per week with a pro rata salary of £33,000 plus shift allowance.

You will oversee daily operations, coach staff, manage resource planning, and collaborate across the business to improve service quality. The ideal candidate brings leadership in customer service, strong communication, attention to detail,

Formación

• Proven experience in a leadership or supervisory role in customer service.
• Strong communication and relationship-building skills.
• Ability to coach and develop a team to meet service targets.
• Proactive problem-solving mindset and attention to detail.

Responsabilidades

• Lead and develop a team to meet performance targets and deliver high service standards.
• Create a positive, empathetic customer experience across touchpoints.
• Oversee day-to-day team operations including resource planning and policy adherence.
• Collaborate across the business to ensure a seamless customer journey.
• Monitor performance, coach staff, and identify development opportunities.
• Drive improvements in systems and processes to enhance efficiency and service quality.
• Balance customer needs with operational priorities and compliance requirements.

Conocimientos

Leadership

Customer service

Communication

Problem solving

Attention to detail

Team collaboration

Herramientas

Microsoft Office

Descripción del empleo

Customer Experience Team Leader

Location: Bradford

Contract Type: Full-time | Permanent

Hours: 34.5 per week

Salary: £33,000 per annum (pro rata) + shift allowance

Shifts: Earlies/ Lates / Nights

At Anchor, we’re driven by our purpose—to provide high-quality housing and support for people in later life. As a Customer Experience Team Leader, you’ll play a vital role in making that mission a reality, ensuring our customers feel valued, heard, and supported every step of the way.

Key Responsibilities:

• Lead and develop a team to meet performance targets and deliver consistently high service standards.
• Create a positive, empathetic, and professional customer experience across all touchpoints.
• Oversee day-to-day team operations including resource planning and adherence to internal policies.
• Collaborate with teams across the business to ensure a seamless and integrated customer journey.
• Monitor performance, provide regular coaching and feedback, and identify development opportunities.
• Drive improvements in systems and processes to enhance efficiency and service quality.
• Make informed decisions that balance customer needs with operational priorities and compliance requirements.

What We’re Looking For

You’re a natural leader and an empathetic team player, with a passion for delivering exceptional customer experiences. You stay calm under pressure, adapt quickly to change, and know how to bring out the best in people.

You’ll bring:

• Proven experience in a leadership or supervisory role, ideally within customer service.
• A strong background in managing or coaching a team to meet service and performance targets.
• Excellent communication and relationship-building skills.
• High attention to detail and a proactive, problem-solving mindset.
• Confidence in using Microsoft Office tools (Outlook, Word, Excel, PowerPoint, Teams) and a willingness to learn internal systems.
• A collaborative and flexible attitude, able to support others and adapt to changing priorities.