Customer Experience Team Lead (Multichannel)

Department: Customer Experience

Employment Type: Full Time

Location: Trimble Offices, Morley

Compensation: £30,000 - £32,000 / year

Description

• Customers receive a consistently high-quality experience across phone, email, webchat and other channels.
• The team meets agreed service, quality, productivity and customer experience expectations.
• Agents understand what is expected of them and receive regular, useful coaching and feedback that improves performance.
• Performance or capability concerns are identified early, addressed clearly and managed consistently.
• Customer escalations are handled calmly and effectively, with appropriate ownership and clear outcomes.
• Workloads, schedules and resources are managed effectively so the team can respond to customer demand.
• Team members feel informed, supported and accountable for the quality of their work.
• Customer trends, recurring issues and operational risks are identified and shared so improvements can be made.
• New systems, processes and ways of working are introduced effectively and understood by the team.
• The Team Lead works effectively with other leaders and teams to improve the end-to-end customer experience.

What You’ll Do

• Lead a team of Multichannel Customer Experience Agents, setting clear expectations around customer experience, quality, performance and ways of working.
• Hold regular 1:1s, coaching conversations and team sessions that give people clear feedback and practical support to improve.
• Use quality reviews, customer feedback and performance information to identify individual strengths, development needs and opportunities for coaching.
• Address performance, conduct, attendance and capability concerns early, working with the People Team where formal support or processes are required.
• Support the onboarding and development of new team members so they build the knowledge and confidence needed to succeed.
• Create an environment where people feel able to ask questions, share ideas and take ownership of the customer experience.
  
  

• Monitor team performance across customer channels and use data to understand service levels, quality, productivity and customer outcomes.
• Translate performance information into clear priorities and actions for the team rather than focusing on measures in isolation.
• Manage workloads and day-to-day resource allocation so customer demand is supported effectively across different channels.
• Identify emerging performance issues early and take appropriate action to keep service on track.
• Balance productivity with quality and customer care, making sure pressure to deliver does not come at the expense of getting things right.
• Work with the Operations Manager and other Team Leads to understand demand, capacity and priorities across the wider Customer Experience operation.
  
  

• Act as an escalation point for complex, sensitive or higher-risk customer enquiries where additional authority or support is needed.
• Support Agents to investigate and resolve difficult customer situations rather than automatically taking ownership away from them.
• Review customer interactions and case information to make sure our service standards are being applied consistently.
• Identify when customer issues require support from another team and coordinate the right people to reach an appropriate resolution.
• Use escalations and complaints as learning opportunities, feeding themes back into coaching, processes and service improvements.
  
  

• Identify recurring customer issues, process gaps and operational friction and work with relevant teams to improve them.
• Use customer and performance insight to recommend practical changes that improve service, quality or efficiency.
• Support the introduction of new systems, tools, channels and processes, making sure the team understands why things are changing and how to work differently.
• Look for opportunities to simplify ways of working while protecting quality, accuracy and customer outcomes.
• Maintain clear and accurate team records and make sure agreed Customer Experience processes and standards are followed.
  
  

• Build strong working relationships with other Team Leads and teams across Vintage.com so customer issues can be resolved without unnecessary hand-offs.
• Keep the team informed about changes, priorities and information that affect their customers or their work.
• Share customer insight and recurring themes with the wider business so decisions consider the impact on the customer experience.
• Work closely with the Operations Manager on service priorities, team performance and opportunities to improve how the Customer Experience function operates.
• Contribute ideas and challenge constructively as the Customer Experience function continues to develop.

What You’ll Bring

• Experience leading, supervising or coaching a team within a customer service, Customer Experience or contact centre environment.
• Strong people leadership skills, with the ability to set clear expectations, give useful feedback and support people to improve.
• Experience managing individual and team performance using service, quality or productivity information.
• Confidence handling complex customer enquiries, complaints and escalations.
• Strong communication skills, with the ability to be clear and supportive while still holding people accountable.
• Sound judgement and the confidence to make decisions in situations where the answer is not always straightforward.
• The ability to identify what performance data is telling you and turn that insight into practical action.
• Strong organisation and prioritisation skills, with the ability to manage people responsibilities alongside day-to-day operational demands.
• Confidence using different digital systems and platforms within a customer-service environment.
• Experience working collaboratively with other teams to resolve customer or operational issues.
• The ability to lead people through changes to systems, processes or ways of working.
  
  

• Experience leading a multichannel team supporting customers across phone, email, webchat or other digital channels.
• Experience working within a high-volume contact centre or Customer Experience operation.
• Familiarity with CRM, workforce-management, quality-assurance or contact-centre technology.
• Experience supporting recruitment, onboarding or training of customer-service teams.
• Exposure to resource planning, scheduling or demand management.
• Experience within a consumer-facing, retail, e-commerce or re-commerce business.
• Experience in an organisation where the customer journey involves physical products, logistics or warehouse operations.
  
  

• Set clear and fair expectations for your team and make balanced decisions based on the information available.
• Take ownership of team performance, customer outcomes and agreed actions, following issues through rather than allowing them to drift.
• Treat people with respect and care while still being prepared to have clear and sometimes difficult conversations.
• Stay close to the customer experience and make decisions with the impact on customers in mind.
• Work openly with other leaders and teams across Vintage.com, sharing context and knowledge rather than solving problems in isolation.
• Stay curious about what customer feedback, performance data and individual cases can teach us and turn those insights into improvements.
• Challenge constructively when a process, decision or way of working is creating unnecessary difficulty for customers or colleagues.
• Lead positively through change, helping the team understand what is changing, why it matters and what good looks like.