Customer Experience Team Leader

As a Customer Experience Team Leader, you will lead, coach and develop a team of Customer Experience Specialists to deliver exceptional service to customers. The role is responsible for overseeing team performance, resolving escalated enquiries and complaints, driving continuous improvement, and ensuring a customer-centric approach that supports Hafod's commitment to building healthier homes and communities

Our Customer Experience team is primarily based at our Head Office in Cardiff, but subject to business needs we do offer the option for working 1 day a week from home.

This is a permanent, full time position, working 36 hours per week.

Our teams work Monday to Friday, with no weekend shifts and we offer the opportunity for flexible working.

What you'll be doing

As a Customer Experience Team Leader, you'll play a pivotal role in leading and supporting our Customer Experience team, using a coaching-led approach to empower colleagues and promote a customer-first culture.

You'll oversee day-to-day operations, supporting performance against contact centre KRAs and service level targets, and act as a point of escalation for complex enquiries and complaints.

You'll work closely with internal and external stakeholders to resolve issues effectively, while also supporting service improvement initiatives, data-led decision making, and the delivery of resident engagement activities.

A key part of the role is championing Hafod's place-based, tenant-focused approach, ensuring that our services contribute to healthier homes and stronger communities, all while meeting organisational, legal and regulatory requirements., We'll review all applications and if you're shortlisted, we'll get in touch to arrange an interview at Culverhouse Cross, Cardiff.

There will be an activity based assessment w/c 20th July followed by final stage of interview on w/c 27th July

If you're successful at the end of the recruitment process, we'll offer you the role and begin your pre-employment checks. This includes confirming your right to work and completing an enhanced DBS check, which we'll organise and pay for.

If you'd like some tips or advice with the recruitment process, we've put together some helpful guidance, here.

We may close this advert early if we receive a high number of applications, so we encourage you to apply as soon as possible.

Support and adjustments

We're committed to ensuring a fair and inclusive recruitment process. If you need any reasonable adjustments or support at any stage, please let us know and we'll be happy to help.

About Head Office

Our head office teams provide the support that keeps our organisation moving, helping us deliver high-quality services to communities right across Wales. We provide the foundations that enables our customer facing teams to focus on what matters most.

Our directorate brings together key business functions including People (HR), Communications, Finance, Procurement, Payroll, IT, Development and several specialist support teams. We look after everything from recruiting and paying colleagues, to managing budgets, systems, data, governance, partnerships and organisational improvement.

The work our head office teams do directly shapes the quality, sustainability and reputation of Hafod. We help ensure resources are used wisely, decisions are well informed, risks are managed and colleagues have the tools and support they need to their jobs well.

You'll be part of a collaborative, professional community that values improvement, inclusion and impact. Roles in our head office teams offer real influence, variety and the chance to make a difference behind the scenes while seeing the outcomes of your work in communities across Wales.

You'll be confident and experienced in a fast-paced contact centre environment, bringing strong leadership and people management skills.

You'll have a proven ability to coach and mentor colleagues, manage performance, and handle challenging enquiries with professionalism.

A customer-first mindset, resilience, and strong organisational skills are essential, alongside experience delivering contact centre metrics and performance targets.

Excellent communication and influencing skills are key, as is the ability to balance operational priorities while driving continuous improvement.

Experience within housing, budget monitoring, or data analysis is desirable but not essential, and you'll need to be comfortable using Microsoft Office applications.