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 teams 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.

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 organisations values and Customer Charter.

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.