Customer Service Team Leader

Customer Experience Team Leader

Salary: £29,376 - £34,729 per annum

Location:

Nottingham

Hours:

35 per week

Closing Date: 21/01/2026 23:59

Are you ready to inspire and lead a team that puts customers first? At NCHA, we are looking for a Customer Experience Team Leader to drive performance, coach colleagues, and champion improvements that truly enhance the customer journey.

Within our Housing and Property Services contact centre, you will play a key role in leading and developing a team of Customer Experience Agents, ensuring exceptional service delivery and operational efficiency.

• Utilise call recordings and system data to deliver call coaching, quality assurance, and performance management.
• Challenge processes and implement improvements to enhance customer experience and operational efficiency.
• Develop team understanding of business plans and performance, enabling effective contribution to objectives.
• Drive a performance culture with a customer‑centric ethos.
• Ensure systems are updated and colleagues are trained in new technologies and ways of working.
• Recruit, induct, and develop colleagues, managing performance effectively.
• Support change management within teams.
• Manage resource levels through effective rostering, recruitment, and retention.
• Liaise with internal and external stakeholders to achieve positive outcomes.
• Resolve escalated customer complaints in line with NCHA’s policies.

• Recent experience in people management within a contact centre preferable.
• Background in Housing and Property Services is desirable.
• Knowledge of KPI setting and monitoring.
• Excellent communication and interpersonal skills.
• Ability to lead, coach, and motivate a team to deliver high standards.
• Strong organisational skills and ability to manage changing priorities.
• Commitment to NCHA’s CLEAR values and inclusive culture.

35 hours per week - Monday to Friday between the hours of 8am - 5pm with a flexible working approach of working in the office and from home.

• Your leadership will make a real, measurable difference every single day.
• You’ll join a warm, supportive, and diverse team who genuinely care.
• You’ll receive ongoing coaching, development, and opportunities to grow.
• You’ll work in a modern, purpose‑built environment designed for wellbeing.
• You’ll be part of an organisation officially recognised as one of the UK’s Best Workplaces, Best Workplaces for Wellbeing™, and Best Workplaces for Women™ in 2024.

77% of our colleagues say NCHA is a great place to work—and we think you’ll feel the same.

Ready to lead with purpose?

If you’re driven by compassion, motivated by people, and excited to help shape a service that truly matters—we’d love to hear from you.

Apply now and bring your leadership to a role that changes lives.

Please note:

we are not currently offering visa sponsorship.

We’re Nottingham Community Housing Association, known to many as NCHA. We’ve been around since 1973, and we're really proud of that. We're more than just a housing association: we deliver care and support to people all over the East Midlands. Read our story to find out more about us.

• Wellbeing plan
• NCHA pension
• Free DBS checks
• £250 referral bonus
• Generous annual leave
• Free healthcare
• Cash plan
• Company social events
• Enhanced maternity, paternity and adoption leave and pay
• Free training and development
• Access to cycle to work and discounted bus pass schemes

• Helping Our Customers – Download
• Equality Diversity and Inclusion Strategy – Download
• Role Profile – Download

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