Customer Experience Team Leader

We currently have a fantastic Team Leader opportunity available within our busy Customer Experience team.

We have recently reviewed the way that we work and now have an exciting opportunity to introduce some new Team Leader roles into the Customer Experience Team.

Do you have management experience and experience of leading complex complaint investigations ensuring that the highest levels of quality are achieved in all that you do? If so, we would love to hear from you!

This is a varied role where you will play an integral role in ensuring that all complaints, compliments, compensation requests, and customer feedback regardless of channel is triaged and allocated and investigated effectively in line with current SLAs and the Housing Ombudsman Complaint Handling Code. You will ensure that Councilor and MP enquiries are effectively recorded and managed.

You will be the senior point of contact for all queries that the Customer Experience Team may have and provide support and guidance to your team. You will play a key role in supporting the customer experience advisors in the management of their workloads.

You will specialise in investigations, quality assurance or triage but will be able to work collaboratively with all Customer Experience Team Leaders to enable us to effectively manage workloads.

Some of the great benefits we can offer you:

• Up to 28 days annual leave (plus bank holidays) with the opportunity to buy and sell leave

• Family friendly policies including generous Paternity, Maternity, Shared Parental and Adoption leave plus 3 days paid Urgent Domestic Leave

• Medicash membership for all employees which includes access to an employee assistance programme, discounted gym membership and exclusive discounts

• Health Cash Plan worth up to £1700 p/a with cashback for dental, optical, physio and complementary therapies and more

• Pension scheme with minimum employee contributions of up to 3% and Platform will contribute up to 8% (inclusive of life assurance and dependent on employee contributions)

• Learning and Development opportunities

• Salary sacrifice electric vehicle scheme and cycle to work scheme

• Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers

We are looking for people who have the following:

• Previous experience of working at Adviser level and ideally have experience of managing a team

• Ability to deal with sensitive and controversial issues in a professional manner

• Proven experience of working in a high-pressure environment

• Experience in working alongside and influencing teams and processes

• Experience in leading complex complaint investigations

• Experience in multi-channel customer contact

• Experience in ensuring that the highest quality standards are met

Please note that although this role is home based you should be able to travel to Group offices and be able to attend meetings across our localities as required.

If you would like any further information on the role or would like to arrange an informal chat, please feel free to contact Laura Hall (Customer Experience Manager) via email: or Donna Flecknell (Customer Experience Manager) via email:

We aim to hold interviews for this role at our Worcester office (WR5 1DU), on Tuesday 16th May 2023. Following the interview there will also be an opportunity to informally meet with some of the Customer Experience team.

INDGEN