Customer Experience Team Leader

Liberty; Liverpool City Region; On-site; GBP 30,000; Full time

Job summary

A community-focused organization in Liverpool is seeking a Customer Experience Team Leader to enhance service quality and manage a skilled team. The ideal candidate will have experience in team management and a commitment to personal development. This role offers a competitive salary with a flexible work environment and significant opportunities for training and growth.

Benefits

Agile working

25 days annual leave plus bank holidays

24/7 GP access

Mental health support

Fitness programs

Qualifications

• Experience managing and leading a team while achieving service targets.
• Good level of IT skills, including Microsoft Office packages.
• Experience in a call/service center environment, preferably in social housing.

Responsibilities

• Develop personal and team performance.
• Provide coaching and guidance to the team.
• Maximise first point of contact resolution.

Skills

Team management

Coaching and development

IT skills

Customer service excellence

Education

GCSEs in Maths & English

NVQ Level 3 in Customer Service

Tools

Microsoft Office

Scheduling software

Job description

Are you a skilled Customer Experience Team Leader based near Knowsley, looking to earn £29,211 per year?

We can Offer You:


Work-Life Balance: Agile working, 25 days annual leave + bank holidays, plus flexibility with overtime
Health & Wellbeing: 24/7 GP access, mental health support, fitness programs, and more
Training & Growth: Ongoing professional development to keep you at the top of your game


Your Role:


Develop personal and team performance
Provide coaching and guidance
Maximise first point of contact resolution to achieve excellence in service delivery to all customers
Ensure KPI/SLAs are met through effective management of the team
Continuous review and improvement of our service and providing direction for a team of advisors
Support and deputise for the Customer Experience Team Manager
Arrange and provide induction and training
Support the Team leaders and coordinate recruitment for new vacancies
Manage training schedules for the team


What We Need from You.


GCSEs (or equivalent) in Maths & English
Experience successfully managing, leading, developing and coaching a team whilst achieving service targets
Good level of IT skills, including Microsoft Office packages
Experience working within a call/service centre environment, ideally in social housing
Knowledge of scheduling software and other database applications and experience in writing and presenting statistics and reports.
NVQ Level 3 in Customer Service is desirable


Why Liberty?
We’re a diverse, supportive team with a focus on personal development, wellbeing, and making a real difference in the communities we serve. Liberty offers you a chance to work with the best in the industry and continuously improve your skills while enjoying a rewarding career.

Apply Today!
Click “Apply” below to join Liberty as our Customer Experience Team Leader. We look forward to hearing from you!

Closing Date: 25th August 2025 (We may close early due to high demand)