Customer Experience Team Leader

Hollybank Trustees Ltd; Worthing; On-site; GBP 31,000 - 38,000; Full time

Benefits offered by this job

Contributory pension scheme - company

29 days annual leave + bank holidays

Option to buy additional annual leave

Retail and gym discounts

Cycle2Work Scheme

Employee assistance programme

Funded training and qualifications

Paid Professional Subscription (1 per

Job summary

The successful candidate will lead by example, work across channels, and use data-driven insights to enhance first contact resolution while maintaining a supportive, inclusive environment.

Responsibilities

• Lead, coach and develop a high-performing Customer Experience team to deliver professional, responsive and compassionate service at first point of contact.
• Manage performance by setting clear expectations, addressing capability and conduct, and driving a customer-focused culture.
• Conduct quality assurance of customer calls and written responses to ensure accuracy and alignment with standards, using insights to improve delivery and first contact resolution.
• Spend part of the week on frontline queries, acting as escalation point and modelling best practice in customer interactions.

Job description

Location: On site / Worthing, UK
job type: Permanent / Full-time
Sector and subsector: Housing | Housing Association
AnnualFixed salary:£ 34500.00

Role: Customer Experience Team Leader

Hours:37 hours per week

Location:Worthing

Contract type:Permanent

We want to be a brilliant landlord and we arelooking for a brilliant Customer Experience Team Leader who is passionate about developing people, driving performance and delivering services that genuinely make a difference to customers’ lives.

This is a key role within our Customer Experience Team, where you’ll spend a significant proportion of your time coaching, managing and developing the team to consistently deliver excellent customer outcomes.

Worthing Homes is a forward‑looking housing association, providing affordable, high‑quality homes and services to over 10,000 residents across Worthing. We’re a small, ambitious organisation with a strong community focus, and we’re at an exciting stage of transformation as we continue to innovate and improve how we serve our customers.

About the Role

As Customer Experience Team Leader, you will support the Customer Experience Manager to lead, motivate and develop a high-performing team, delivering a professional, responsive and compassionate service at the first point of contact.

A central focus of this role is people leadership and performance development. You will spend a significant proportion of your time coaching and developing team members through regular one-to-ones, call listening, feedback and structured development plans. Alongside this, you will actively manage performance by setting clear expectations and addressing both capability and conduct where required, helping to build a positive, accountable and customer-focused team culture.

You will also carry out quality assurance of customer calls and written responses to ensure consistency, accuracy and compliance with agreed standards. Using these insights alongside performance data, you will identify trends, risks and opportunities, providing clear recommendations to improve service delivery, customer satisfaction, operational efficiency and first contact resolution.

As well as leading the team you will also spend a proportion of your week on the phones and responding to email and portal queries to resolve complex enquiries and complaints. You will act as a key escalation point for the team, while leading by example through maintaining a visible presence and contributing to customer contact when needed.

About You

You will be a positive, people-focused role model with a strong customer focus and a genuine passion for coaching, developing others and driving high performance. You will have the ability to inspire and support your team to deliver excellent service, creating an environment where individuals feel motivated, confident and able to succeed.

You will bring proven experience of working in a customer service environment, with a strong track record of managing complex customer issues, problem-solving effectively and making sound decisions in a fast-paced setting with changing priorities. You will be experienced and confident in leading coaching and development conversations, using regular feedback, call listening and structured support to build capability, supported by excellent communication skills in every interaction.

You will also have experience in quality assurance, using feedback and insights alongside data to identify trends, drive service improvements, and support informed decision-making. You will be confident using customer systems to monitor performance and embed continuous improvement across the team.

Comfortable working collaboratively across teams, you will be able to balance competing demands, deliver results under pressure and maintain a strong focus on achieving positive customer outcomes

Ideally, you will have experience delivering services across multiple customer contact channels, along with knowledge of the housing sector or a similar customer-focused organisation, and an understanding of repairs and maintenance services.

Why work for us?

At Worthing Homes we are committed to creating a supportive and inclusive work environment ensuring colleagues feel valued and respected.We promote a collaborative culture in which teamwork is highly valued, and we employ brilliant people to work with our customers to help support them to live their best lives.

We offer a range of benefits including:

• Contributory pension scheme - company matches up to 6%
• A generous annual leave package of 29 days per year plus bank holidays
• Option to buy additional annual leave
• Retail and gym discounts
• Cycle2Work Scheme
• Employee assistance programme
• Funded training and qualifications
• Paid Professional Subscription (1 per year)

We place a strong focus on investing in our colleague’s development by offering a variety of opportunities for training, learning, and skills development, enabling everyone to reach their full potential and contribute to the success of Worthing Homes.

If you are passionate about delivering exceptional results in the housing sector and thrive in a dynamic, people-focused environment, we want to hear from you.

Closing date: 19th October 2026.1st Interviews will be held on 26th and 27th October 2026 at Davison House, Worthing. We reserve the right to close this advert early if a suitable candidate is identified, therefore we recommend you submit your application as soon as possible.

DBS Checks

This role is subject to a basic DBS check to support the safety of our vulnerable customers. Any unspent cautions or convictions disclosed will be reviewed carefully and fairly, with consideration given to their relevance, the time elapsed, and evidence of positive change.

We are a fair and inclusive organisation, and we value each individual’s unique contribution, irrespective of race, ethnic origin, religion, age, gender, disability, sexual orientation or social background