Job Description

Are you ready to inspire and lead a team that puts customers first? At

NCHA

, we are looking for a

Customer Experience Team Leader

to drive performance, coach colleagues, and champion improvements that truly enhance the customer journey.

Within our Housing and Property Services contact centre, you will play a key role in leading and developing a team of Customer Experience Agents, ensuring exceptional service delivery and operational efficiency.

This is a fantastic opportunity for someone with strong people management skills and a passion for delivering outstanding customer experiences. You'll drive performance, coach colleagues, and champion improvements that make a real difference to our customers.

What You'll Be Doing

Utilise call recordings and system data to deliver call coaching, quality assurance, and performance management. Challenge processes and implement improvements to enhance customer experience and operational efficiency. Develop team understanding of business plans and performance, enabling effective contribution to objectives. Drive a performance culture with a customer-centric ethos. Ensure systems are updated and colleagues are trained in new technologies and ways of working. Recruit, induct, and develop colleagues, managing performance effectively. Support change management within teams. Manage resource levels through effective rostering, recruitment, and retention. Liaise with internal and external stakeholders to achieve positive outcomes. Resolve escalated customer complaints in line with NCHA's policies.

About You

Recent experience in people management within a contact centre preferable. Background in Housing and Property Services is desirable. Knowledge of KPI setting and monitoring. Excellent communication and interpersonal skills. Ability to lead, coach, and motivate a team to deliver high standards. Strong organisational skills and ability to manage changing priorities. Commitment to NCHA's CLEAR values and inclusive culture.

35 hours per week - Monday to Friday between the hours of 8am - 5pm with a flexible working approach of working in the office and from home.

Why NCHA?

Your leadership will make a real, measurable difference every single day You'll join a warm, supportive, and diverse team who genuinely care You'll receive ongoing coaching, development, and opportunities to grow You'll work in a modern, purpose?built environment designed for wellbeing You'll be part of an organisation officially recognised as one of the UK's

Best Workplaces

,

Best Workplaces for Wellbeing(TM)

, and

Best Workplaces for Women(TM)

in 2024
77% of our colleagues say NCHA is a great place to work--and we think you'll feel the same.

Ready to lead with purpose?

If you're driven by compassion, motivated by people, and excited to help shape a service that truly matters--we'd love to hear from you.

Apply now and bring your leadership to a role that changes lives.

Please note: we are not currently offering visa sponsorship

Job Types: Full-time, Part-time, Permanent

Pay: 29,376.00-34,729.00 per year

Benefits:

Additional leave Bereavement leave Company events Company pension Cycle to work scheme Employee discount Free parking Gym membership Health & wellbeing programme On-site parking Paid volunteer time Referral programme Sick pay Store discount
Work Location: In person