Customer Experience Team Leader

Are you a passionate customer service leader who thrives on developing people and delivering outstanding customer experiences?

Here for people. Here for communities. Here for you.

Make a difference every day as a Customer Experience Team Leader at Hafod.

As a Customer Experience Team Leader, you will lead, coach and develop a team of Customer Experience Specialists to deliver exceptional service to customers. The role is responsible for overseeing team performance, resolving escalated enquiries and complaints, driving continuous improvement, and ensuring a customer‑centric approach that supports Hafod's commitment to building healthier homes and communities.

Our Customer Experience team is primarily based at our Head Office in Cardiff, but subject to business needs we do offer the option for working 1 day a week from home.

This is a permanent, full time position, working 36 hours per week.

Our teams work Monday to Friday, with no weekend shifts and we offer the opportunity for flexible working.

• You’ll be confident and experienced in a fast‑paced contact centre environment, bringing strong leadership and people management skills.
• You’ll have a proven ability to coach and mentor colleagues, manage performance, and handle challenging enquiries with professionalism.
• A customer‑first mindset, resilience, and strong organisational skills are essential, alongside experience delivering contact centre metrics and performance targets.
• Excellent communication and influencing skills are key, as is the ability to balance operational priorities while driving continuous improvement.
• Experience with in housing, budget monitoring, or data analysis is desirable but not essential, and you’ll need to be comfortable using Microsoft Office applications.

You can find the full job description attached for a more detailed overview of the role.

Submit your application online.

We’ll review all applications and if you’re shortlisted, we’ll get in touch to arrange an interview at Culverhouse Cross, Cardiff.

There will be an activity based assessment w/c 20th July followed by final stage of interview on w/c 27th July