Customer Experience Team Leader

Customer Experience Team Leader

Location: Bradford

Contract Type: Full-time Permanent

Hours: 34.5 per week

Salary: £33,000 per annum (pro rata) + shift allowance

Shifts: Earlies/ Lates / Nights

At Anchor, we're driven by our purpose-to provide high-quality housing and support for people in later life. As a Customer Experience Team Leader, you'll play a vital role in making that mission a reality, ensuring our customers feel valued, heard, and supported every step of the way.

Key Responsibilities:

• Lead and develop a team to meet performance targets and deliver consistently high service standards.
• Create a positive, empathetic, and professional customer experience across all touchpoints.
• Oversee day-to-day team operations including resource planning and adherence to internal policies.
• Collaborate with teams across the business to ensure a seamless and integrated customer journey.
• Monitor performance, provide regular coaching and feedback, and identify development opportunities.
• Drive improvements in systems and processes to enhance efficiency and service quality.
• Make informed decisions that balance customer needs with operational priorities and compliance requirements.

What We're Looking For

You're a natural leader and an empathetic team player, with a passion for delivering exceptional customer experiences. You stay calm under pressure, adapt quickly to change, and know how to bring out the best in people.

You'll bring:

• Proven experience in a leadership or supervisory role, ideally within customer service.
• A strong background in managing or coaching a team to meet service and performance targets.
• Excellent communication and relationship-building skills.
• High attention to detail and a proactive, problem-solving mindset.
• Confidence in using Microsoft Office tools (Outlook, Word, Excel, PowerPoint, Teams) and a willingness to learn internal systems.
• A collaborative and flexible attitude, able to support others and adapt to changing priorities.