Customer Experience Team Leader – Multi-Channel

Stagecoach Group Limited; Perth; On-site; GBP 28,000 - 36,000; Full time

Job summary

Stagecoach Group Limited is seeking a passionate people leader to guide a team of around 14 Customer Engagement Advisors. You will foster an environment where staff feel supported, trusted and motivated to deliver exceptional service across phone, email, SMS and social channels.

You’ll coach, manage performance and oversee operations while caring for both your people and customers, aiming for first‑time resolution and consistent outcomes.

Qualifications

• Proven leadership experience in a contact centre or multi-channel customer service environment.
• Strong understanding of KPIs and performance management.
• Experience coaching, developing and motivating teams to achieve high performance.

Responsibilities

• Lead and inspire your team to deliver brilliant customer outcomes across voice and digital channels.
• Set clear expectations, support development and manage performance fairly.
• Drive continuous improvement in customer experience through coaching and quality reviews.

Skills

Leadership

Contact centre management

KPI & performance mgmt

Coaching & development

Multi-channel experience

Strong communication

Job description

Stagecoach Group Limited is seeking a passionate people leader to guide a team of around 14 Customer Engagement Advisors. You will foster an environment where staff feel supported, trusted and motivated to deliver exceptional service across phone, email, SMS and social channels.

You’ll coach, manage performance and oversee operations while caring for both your people and customers, aiming for first‑time resolution and consistent outcomes.