Customer Experience Team Leader

Are you a natural leader with a passion for people, service excellence, and creating standout customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, WM Armstong Ltd wants you to join our team as a Customer Experience Team Leader
!

As a Customer Experience Team Leader, you’ll be the driving force behind our on‑site Customer Experience team in Uddingston. You will be the onsite go‑to person for day‑to‑day support, quality standards, and team coordination. You’ll ensure enquiries are handled efficiently, SLAs are met and ensure the Customer Care Advisors are empowered to deliver outstanding customer care.

This role blends leadership, coaching, workflow management, and hands‑on customer interaction ideal for someone who loves variety and responsibility. This is an onsite role, working 40 hours per week, Monday to Friday between the agreed hours 08:00 18:00.

• Salary range - £29,000 - £31,500 based on experience and skills
• Life insurance
• Medicash scheme
• Sickness scheme
• Company Pension

• Lead and support Customer Care Advisors with daily coaching and guidance
• Allocate and monitor workloads to ensure SLA performance
• Run daily team huddles and communicate service updates
• Carry out quality checks on calls, emails and case notes
• Support 1:1s and provide structured feedback
• Handle complex queries and customer complaints
• Oversee mailbox activity and workflow priorities
• Collaborate with Operations, Sales, Transport and Accounts teams
• Support accurate CRM records, reporting and trend identification
• Step in to assist with customer enquiries during busy periods

• Experience in a customer service or customer facing environment
• Previous supervisory, senior advisor or team leadership experience
• Strong communication and coaching skills
• Highly organised with excellent attention to detail
• Confident decision maker with a problem-solving mindset
• Comfortable working in a busy, fast paced setting with SLAs
• Good knowledge of CRM/ticketing systems and Microsoft Office
• Experience in transport/haulage is a bonus, not essential
• GCSEs (or equivalent) including English and Maths essential.
• NVQ (or equivalent) in Customer Service or related discipline preferred.

If you are interested in this exciting opportunity, please click the Apply Button now.

Please visit our company website to access a copy of the full job description.

As part of our commitment to safety and wellbeing, applicants will be asked to complete a routine drug and alcohol test during the interview and assessment process.

If you have not received a response from us within four weeks of submitting your application to us, please consider your application unsuccessful on this occasion as unfortunately, we are not able to respond to all candidate applications as we would wish. We reserve the right to close vacancies at any time once we have received sufficient applications, we advise you to submit your application as early as possible to avoid disappointment.