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Temporary Customer Experience Team Leader
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Temporary Customer Experience Team Leader
Location: Juniper House, Norfolk (full-time, office-based)
Contract: 3 months (with potential to extend)
Hours: Full-time, 37 hours per week
We are partnering with a well-established housing association in Norfolk seeking a Temporary Customer Experience Team Leader to provide day-to-day operational leadership to their Customer Experience team during a period of high demand and change.
This is a hands-on team leader role focused on managing daily service delivery, maintaining service levels, supporting an inexperienced team, and ensuring customer enquiries are handled efficiently and to a high standard. You will play a key part in stabilising the team and keeping operational performance on track.
About the Role
As Temporary Customer Experience Team Leader you will take day-to-day responsibility for the Customer Experience team's operational performance. This includes overseeing call traffic, email queues, and response times, while coaching and supporting a team where a significant proportion of staff are relatively new in post. The role requires resilience, strong organisational skills, and the ability to keep service levels on track in a busy environment.
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You will work closely with the wider Customer Experience leadership to ensure consistent delivery and help create a calmer, more focused team culture.
Key Responsibilities
- Manage day-to-day operational delivery of the Customer Experience team, including call volumes, email queues, and workload allocation.
- Ensure service levels and response times are consistently met across all channels.
- Provide clear direction, coaching, and support to team members, many of whom are relatively new to the organisation.
- Monitor team performance, identify issues early, and take practical action to maintain standards.
- Support the prioritisation and progression of customer enquiries, escalating high-risk or complex cases as required.
- Help maintain oversight of demand and ensure work is fairly and effectively distributed across the team.
- Contribute to a stable and positive team environment during a period of change.
- Work collaboratively with other service areas (including repairs and maintenance) to ensure smooth handovers and clear ownership of cases.
- Flag emerging trends, bottlenecks, or service risks to the CX Lead / senior management in a timely manner.
- Promote a consistent, customer-focused approach in line with the organisation's values and Customer Charter.
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Requirements
- Previous experience in a team leader, supervisor, or senior customer service role within a contact centre, housing, or customer-facing environment.
- Strong ability to manage competing priorities, call traffic, and email volumes while maintaining service levels.
- Experience coaching and supporting team members, particularly those who are newer or less experienced.
- Resilient and calm under pressure, with the ability to stabilise a busy operational team.
- Good organisational and administrative skills with attention to detail.
- Confident using case management, CRM, or ticketing systems.
- Excellent communication skills and the ability to build positive working relationships.
- Experience in social housing or a regulated customer service environment is desirable.
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