Customer Experience Team Leader

Role Overview

Panaz, a global leader in high-performance contract fabrics are seeking an experienced Customer Experience Team Leader to own and continuously improve the customer journey across pre- and post-sales touchpoints. Reporting to the Head of Customer Experience, this role will suit a proactive people-leader who excels at driving team performance, delivering exceptional customer service and working cross-functionally to resolve complex enquiries.

This is a hands-on leadership role combining team management, process improvement and day-to-day customer care. The successful candidate will coach and develop a small team of customer service advisors, manage workload and service standards, and act as an escalation point for high-priority customer issues.

We offer a supportive, inclusive workplace where people can develop and thrive. Key benefits include:

• Salary – competitive and depending on experience
• Working hours – 37.5 hours per week
• 33 days holiday – including bank holidays and paid Christmas closure
• Inclusive team culture – accessible facilities, team events and volunteering opportunities
• Recruitment referral bonus – Receive £250 for recommending successful new team members
• Training & development – ongoing support for career progression
• Company sick pay – after 1 year of service
• Giving something back – We actively support local organisations and community projects, supporting charities including The Furniture Makers’ Charity

• Lead, coach and develop a team of customer service advisors to deliver consistently high service standards and achieve team KPIs.
• Manage team scheduling, capacity and workload to ensure timely responses across email, phone and CRM channels.
• Conduct regular 1:1s, performance reviews and training sessions to support continuous improvement and career development.
• Identify opportunities to simplify processes, reduce friction and improve customer satisfaction across the customer lifecycle.
• Produce regular reports on team performance, customer feedback and trends, and use insight to drive change.

• Proven experience in a Team Leader role, with the ability to lead, motivate, and develop a team.
• Familiarity with CRM systems and reporting tools.
• Experience in dealing with complex customer issues, and being the first point of escalation contact.
• Experience with in contract textiles is desirable but not essential.
• Proven ability to build high-performing teams.
• Comfortable working in a fast‑paced environment and adapting to changing priorities. You analyse problems, propose improvements and support implementation.