Customer Experience Team Leader

We have an exciting opportunity to join our busy Customer Experience team as a Customer Experience Team Leader
.

Our Customer Experience team is primarily based at St Hilary’s Court and our regional hubs, and this role requires regular on-site working in line with business needs. This is a permanent, full-time position, working 36 hours per week
. This role has the opportunity for flexible working.

Reporting to the Customer Operations Manager, you’ll play a role in leading and developing our Customer Experience Specialists and ensuring we consistently deliver outstanding, person-centred services to our customers.

As a Customer Experience Team Leader, you’ll play a pivotal role in leading and supporting our Customer Experience team, using a coaching-led approach to empower colleagues and promote a customer-first culture. You’ll oversee day-to-day operations, supporting performance against contact centre KRAs and service level targets, and act as a point of escalation for complex enquiries and complaints. You’ll work closely with internal and external stakeholders to resolve issues effectively, while also supporting service improvement initiatives, data-led decision making, and the delivery of resident engagement activities.

A key part of the role is championing Hafod’s place-based, tenant-focused approach, ensuring that our services contribute to healthier homes and stronger communities, all while meeting organisational, legal and regulatory requirements.

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.

• The role offers a salary of £30,213 per annum
• 25 days annual leave (plus bank holidays) – increasing with length of service
• 8% employer pension contributions
• Join a socially conscious not for profit organisation
• Medi-cash – health cash-back plan
• Employee assistance programme and well-being resource available 24/7
• ‘Perks’ – a range of shopping and activity discounts and cashback options
• We are a Family Friendly organisation
• Develop with the support of our L&D team

We provide a range of learning and development opportunities to support you at every stage of your career. From technical training to leadership development, we have a range of programmes available for you.

Our Behaviours guide the way we work, shape the way we grow and make sure each of us, whatever we do, can have a positive impact within our roles. To find out more about our Behaviours please see the attached Hafod Behaviours Framework.

View our recruitment pack here for further details about the role.

If you'd like further information, or need reasonable adjustments or support, please contact Leisha Jones,

If you are interested in applying for this role, please click 'Apply' below.

Closing date: Friday 6th February, 11:59pm

Interviews will be held in-person on Monday 16th February, at our head office, St Hilary Court, Cardiff.