Customer Experience Team Leader (Maternity Cover) (Internal Only)

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

Customer Experience Team Leader (Maternity Cover) (Internal Only)

Job Type

Maternity Cover. Full time but part time will be considered.

Workspace

On-site

About the Role

We have an exciting opportunity for a Customer Experience Team Leader to join the Norwich City Service Limited (NCSL) team on a Fixed Term Contract until 16 May 2027. If you are highly organised, detail-oriented, and thrive in a fast-paced environment, we would love to hear from you.

About the role:

This role delivers a high‑quality, customer‑focused service by overseeing daily operations, managing complex enquiries, and ensuring issues are resolved efficiently across repairs (housing and non-housing). You will work alongside two Customer Experience Team Leaders, taking ownership of your area to improve booking and reporting accuracy. The position requires confident use of multiple IT systems, strong collaboration with internal teams and external partners, and the ability to handle challenging situations with professionalism and resilience. With responsibility for maintaining compliance, supporting frontline colleagues, and ensuring KPIs are consistently met, the role plays a key part in enhancing customer satisfaction and strengthening organisational performance.

The ideal candidate brings strong experience in customer‑focused, repairs‑related environments, with solid knowledge of social housing properties, defects, and appointment or repairs systems. They are an excellent communicator—clear, courteous, and confident with the public and colleagues at all levels—and have a proven track record of leading teams to deliver high performance. Highly organised and self‑motivated, they can multitask, work under pressure, and manage their own workload with accuracy, attention to detail, and minimal supervision. They combine analytical thinking with sound decision‑making, producing clear reports and solving problems effectively. Proficiency in Microsoft Office, especially Excel and Word, is essential, along with the ambition, initiative, and resilience needed to succeed in a fast‑paced, service‑driven role.

Why Choose Us?

• Living Wage Employer


• Cycle to Work Scheme


• Supportive and inclusive environment and culture


• Employee Assistant Support and Occupational Health


• Commitment to learning and development


• 25 days annual leave, rising by a day each year until 30 days is reached. Plus 8 bank holidays and a Christmas shut down period.

This role is for 37 hours per week, but to ensure flexibility and promote an inclusive workplace part time hours or a job share agreement will be considered. This is a maternity cover contract until 16 May 2027.

Closing Date: Friday 16 October 2026 – please note this vacancy may close earlier if a high number of applications have been received.

Please note if you have not heard from us within 2 weeks of the closing date, your application has been unsuccessful.

Requirements

Experience of leading a team to deliver great performance and meet customers expectation.

Experience of working with appointment and repairs systems.

Extensive experience working in a customer focused environment.

About the Company

Responsible for key operational delivery and maintenance of Norwich city's streets, parks and properties by utilising all of the services that our environmental and building repairs teams have to offer.

We locally employ over 300 people with plans of continuous growth, aligned with high aspirations of excellent service delivery. Additionally, we also cater for various private businesses and residents across the city.

NCSL's mission is to deliver efficient and effective environmental and building maintenance services, always putting the customer first, protecting the quality of the environment while embracing our company values and behaviours to enhance the lives of the Norwich community.

Our aim is to create a more inclusive environment that truly balances purpose and culture; one that considers the impact of their decisions on the community and employees. We are passionate about the services we deliver and strive to have a work setting where our company values of accountability, respect and equality are at our core.

Our industry has traditionally attracted more men — and we’re changing that!

We actively encourage applications from women