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Customer Experience Team Leader

norwichcityservices.co.uk Logo

Norwich City Services Limited

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Location:
United Kingdom , Norwich

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

37500.00 GBP / Year
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Job Description:

We have an exciting opportunity for a Customer Experience Team Leader to join the Norwich City Service Limited (NCSL) team. If you are highly organised, detail-oriented, and thrive in a fast-paced environment, we would love to hear from you.

Job Responsibility:

  • Delivers a high‑quality, customer‑focused service by overseeing daily operations, managing complex enquiries, and ensuring issues are resolved efficiently across repairs (housing and non-housing)
  • Work alongside two Customer Experience Team Leaders, taking ownership of your area to improve booking and reporting accuracy
  • Confident use of multiple IT systems, strong collaboration with internal teams and external partners, and the ability to handle challenging situations with professionalism and resilience
  • Maintaining compliance, supporting frontline colleagues, and ensuring KPIs are consistently met
  • Enhancing customer satisfaction and strengthening organisational performance

Requirements:

  • Experience of leading a team to deliver great performance and meet customers expectation
  • Experience of working with appointment and repairs systems
  • Extensive experience working in a customer focused environment
  • Strong experience in customer‑focused, repairs‑related environments
  • Solid knowledge of social housing properties, defects, and appointment or repairs systems
  • Excellent communicator—clear, courteous, and confident with the public and colleagues at all levels
  • Proven track record of leading teams to deliver high performance
  • Highly organised and self‑motivated
  • Ability to multitask, work under pressure, and manage own workload with accuracy, attention to detail, and minimal supervision
  • Analytical thinking with sound decision‑making
  • Proficiency in Microsoft Office, especially Excel and Word
  • Ambition, initiative, and resilience needed to succeed in a fast‑paced, service‑driven role
What we offer:
  • Living Wage Employer
  • Cycle to Work Scheme
  • Supportive and inclusive environment and culture
  • Employee Assistant Support and Occupational Health
  • Commitment to learning and development
  • 25 days annual leave, rising by a day each year until 30 days is reached
  • Plus 8 bank holidays and a Christmas shut down period

Additional Information:

Job Posted:
March 12, 2026

Expiration:
March 22, 2026

Work Type:
On-site work
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