Customer Experience Team Lead; Multichannel Job Leeds area,England UK,Customer Service/HelpDesk

Position: Customer Experience Team Lead (Multichannel)

Our Customer Experience Team is here to make selling to feel simple, reassuring and straightforward
Based in Leeds, the team supports customers throughout their journey with us, answering questions, solving problems and making sure people understand what is happening with their items
We speak to customers across phone, email, webchat and other digital channels, working together and with teams across to find answers, resolve issues and deliver a consistently good customer experience
Our Customer Experience Agents are responsible for making every customer interaction feel clear, helpful and reassuring. As a Multichannel Customer Experience Team Lead, you’ll create the environment that enables them to do that consistently
You’ll lead and develop a team of Customer Experience Agents working across phone, email, webchat and other digital channels
You’ll set clear expectations, coach performance, manage day-to-day service delivery and make sure your team has the support and information they need to resolve customer enquiries well
This is a hands‑on leadership role. You’ll balance people leadership with operational delivery, using customer and performance insight to understand where the team is doing well and where something needs to change
You’ll also be an escalation point for more complex customer situations, working with teams across to find the right resolution while helping your Agents build the confidence to handle more themselves over time
What success looks like:
Customers receive a consistently high‑quality experience across phone, email, webchat and other channels
The team meets agreed service, quality, productivity and customer experience expectations
Agents understand what is expected of them and receive regular, useful coaching and feedback that improves performance
Performance or capability concerns are identified early, addressed clearly and managed consistently
Customer escalations are handled calmly and effectively, with appropriate ownership and clear outcomes
Workloads, schedules and resources are managed effectively so the team can respond to customer demand
Team members feel informed, supported and accountable for the quality of their work
Customer trends, recurring issues and operational risks are identified and shared so improvements can be made
New systems, processes and ways of working are introduced effectively and understood by the team
The Team Lead works effectively with other leaders and teams to improve the end‑to‑end customer experience
Lead a team of Multichannel Customer Experience Agents, setting clear expectations around customer experience, quality, performance and ways of working
Hold regular 1:1s, coaching conversations and team sessions that give people clear feedback and practical support to improve
Use quality reviews, customer feedback and performance information to identify individual strengths, development needs and opportunities for coaching
Address performance, conduct, attendance and capability concerns early, working with the People Team where formal support or processes are required
Support the onboarding and development of new team members so they build the knowledge and confidence needed to succeed
Create an environment where people feel able to ask questions, share ideas and take ownership of the customer experience
Monitor team performance across customer channels and use data to understand service levels, quality, productivity and customer outcomes
Translate performance information into clear priorities and actions for the team rather than focusing on measures in isolation
Manage workloads and day‑to‑day resource allocation so customer demand is supported effectively across different channels
Identify emerging performance issues early and take appropriate…