Job Description

Salary

Grade 5 - 38,242 - 42,536

Contractual hours

36

Basis

Full time

Package

Fixed Term Contract (12 months)
Full Time (36 Hours)

Job category/type

Customer Service

Date posted

22/10/2025

Job reference

BH000820

Join our team as a Customer Experience Team Leader

Our Multi-Channel Contact Centre (MCCC) is a dynamic, fast-paced, customer-focused environment designed to meet the diverse and evolving needs of our customers and stakeholders. We're looking for a motivated and experienced

Customer Experience Team Leader

to help us deliver exceptional service across all contact channels.

Key Responsibilities

Lead and manage a team within the MCCC, ensuring effective performance and high-quality customer service. Plan and allocate resources to meet service demands, using forecasting and workforce planning tools. Handle first-stage complaints and escalations, including complex cases, ensuring timely resolution and clear expectation management. Drive team development through coaching, training, and performance management. Analyse service data to identify trends, improve processes, and support a 'Right First Time' approach. Collaborate with other service areas to maintain consistently high levels of customer satisfaction. Ensure compliance with Health & Safety, Equality, Diversity & Inclusion, and business continuity requirements.

What you'll need to succeed

Proven experience in line management with strong leadership skills. Ability to plan, lead, and manage a front-line customer service team in a fast-paced environment. Strong communication and interpersonal skills, with the ability to influence and build positive relationships. Good understanding of the challenges in delivering quality and performance in a multi-channel contact centre. Digital proficiency, including Microsoft Office and collaboration tools. A proactive, solution-focused mindset with strong analytical and problem-solving skills. Commitment to Equality, Diversity & Inclusion in all aspects of work.

Interview Date(s):

Interviews for this position will be held on

w/c 17th November 2025.

Are you ready to play your part?

.

Applying Instructions

In your cover letter, please provide examples that meet the essential and desirable criteria outlined in the Role Profile and Person Specification. Your selection for an interview will be based on this information.

We welcome applicants from all backgrounds and experiences. If you share our values and want to make a difference, we encourage you to apply.

As a Disability Confident employer, we aim to provide reasonable adjustments throughout the recruitment process and employment. Please contact us at hello@boltonathome.org.uk if you need any support with your application.