Customer Experience Team Leader

Customer Experience Team Leader – CX Lead

Department: Building Systems UK

Location: Shotton (CH5)

Salary: up to £35,000 plus Benefits

Closing Date: 25th January 2026

We believe that our strength is not just in our steel but the diversity of our workforce. Our people make the difference.

Are you passionate about delivering exceptional customer service and leading a dynamic team? Join our Shotton team as a Customer Experience Team Leader! You'll be the primary operational interface between our customers and the internal organization, ensuring top‑notch customer satisfaction through effective communication, issue resolution, and operational support.

We are restructuring the customer experience operation in line with business goals. This includes systems and processes’ reviews and upgrades, therefore the successful candidate needs to thrive in a changing environment and know how to manage that within a team.

The Customer Experience Team Leader will play a key role in coordinating with the Supply Chain to resolve critical service issues. Your responsibilities will include:

• Leading the Customer Experience Team for your region
• Managing escalations and KPIs in a fast‑paced environment
• Conducting one‑on‑one meetings and appraisals, and managing your team’s performance
• Collaborating with cross‑functional teams to improve processes

Building Systems UK are undergoing major systems upgrades, therefore the ability to work well under pressure and in a changing environment will be crucial for success in this role.

To succeed in this role, you need significant experience managing a customer service operation, excellent interpersonal and communication skills, strong organisational and resource management skills, and familiarity with industry‑specific customer service practices.

It is highly desirable for you to have:

• Experience managing a customer services operation
• Strong experience with CRM systems – Salesforce and SAP a plus
• Able to work well under pressure in a changing environment

It is desirable for you to have:

• Experience in process improvement
• Passion for improving customer experience and CX best practices
• Manufacturing experience

For more information or for an informal discussion please contact: lau

Tata Steel UK offers its employees a significant benefits package. For this role, you will benefit from:

• A market competitive salary
• 35 days holidays per annum
• Annual Pay Review
• Bonus Scheme – subject to business performance
• One of the UK’s leading defined contribution pension schemes (10% employer contribution / 6% employee contribution)

We also have an extensive list of lifestyle benefits including free onsite parking at all of our sites, an employee assistance programme, and an employee discount scheme for companies including Vodafone, Jaguar Land Rover and various local services.

Tata Steel is one of the world’s top 10 steel producers. The combined group has an annual aggregate crude steel capacity of more than 33 million tonnes with approximately 80,000 employees across four continents. We’re part of the Tata Group, one of the largest, most diverse conglomerates in the world with businesses in the UK including Tata Steel, Jaguar Land Rover and Tetley Tea.

Sustainability is at the very heart of what we do and we are dedicated to managing our operations responsibly and to continuously improving our performance. Innovating for tomorrow, making a positive impact today.

Mid-Senior level

Full-time

• Supply Chain, Customer Service, and Management

• Commercial and Service Industry Machinery Manufacturing and Industrial Machinery Manufacturing