Customer Experience Team Leader

Permanent

Full time: 35 hours per week

Salary: £30,317- £33,700 DOE + benefits package

Home based in England, Scotland or Wales with occasional national travel

About the role

The Customer Experience Team Leader will be responsible for leading and supporting a team of Customer Experience Consultants in delivering a world-class customer experience across all customer interactions. The role will ensure consistent, high-quality service delivery to both internal and external customers in line with EAL’s values and commitment to customer excellence. Working closely with the Customer Experience Manager, the role will play a key role in driving operational efficiency, resolving escalated issues, and embedding a culture of continuous improvement and customer satisfaction.

What you’ll be doing

Customer Experience Delivery

-Lead daily operations of the CX Team, ensuring consistent, high-quality service.

-Champion a customer-first culture through role modelling and coaching.

-Ensure team compliance with SLAs, KPIs, and promote a 'First Time Resolution' mindset.

-Act as the first escalation point for resolving customer issues.

Customer Insight & Feedback

-Ensure accurate capture and sharing of customer insight to inform improvements.

-Identify trends and contribute to enhancements in services and tools.

-Translate customer sentiment into actionable improvements.

-Ensure consistent processes that support quality and compliance.

People Management & Development

-Line manage and develop Customer Experience Consultants through regular feedback and reviews.

-Identify training needs and support effective onboarding.

-Foster a high-performance culture aligned with EAL values.

Collaboration & Cross-Functional Working

-Collaborate with internal teams to resolve CX issues and share insights.

-Drive cross-functional collaboration to improve service delivery.

-Log business opportunities identified through CX interactions.

Process, Systems & Improvement

-Support and suggest improvements to enhance process efficiency and service quality.

-Collaborate on the implementation and optimisation of internal systems.

-Use customer data to identify root causes and propose service enhancements.

-Promote a mindset of continuous improvement within the team.

Reporting & Performance

-Monitor team performance using data to guide decisions and improvements.

-Provide regular updates to the CX Manager on team progress and challenges.

-Ensure complaints are logged, tracked, and resolved per service standards.

-Identify trends from reports to inform future planning.

What we’re looking for

-Demonstrable experience leading customer service or customer experience teams, including monitoring SLAs and KPIs to achieve performance excellence

-Understanding of best practice customer experience in a service-led organisation.

-Demonstrable experience managing workflows and supporting teams to meet SLA’s, KPI’s and deliver high-quality outcomes

-Experience contributing to or leading customer-focused culture change initiatives

Other skills which would be desirable however not needed to apply for the role

-Experience working in a similar role in an Awarding Organisation and/or EPAO environment.

-Understanding of Ofqual conditions of recognition and experience of managing teams to meet regulatory requirements.

Working for EAL/Enginuity Group

We offer a supportive work environment and a comprehensive benefits package. We pride ourselves on being an inclusive place to work for all our colleagues and we want everyone to feel valued and that they can be themselves at work.

Many of our team work flexibly, and we would be happy to talk to you about how this could work for you, please let us know if you are shortlisted for interview so we can discuss this with you.

We welcome discussions regarding reasonable adjustments to support you throughout the recruitment process.

Remote/home based working at Enginuity

Your working hours will be 35 per week, working 9am until 5pm with a 1 hour lunch.

As a home-based employee you will fulfil your job responsibilities from home. Interactions with work and colleagues will be from a virtual environment. Depending on your role you will be required to either have some occasional travel or UK national travel. This travel will be required to allow you to fulfil different parts of your role and to meet colleagues on a quarterly basis. Other meetings that might require you to travel are events such as all colleague away days, training, and project work. Please review the advert to gain this insight to how much travel is expected. Also, ask at interview stage to confirm the frequency of travel and distance.

The company will provide you with the IT equipment required to carry out your role but it is a requirement that you provide all the necessary facilities for working from home; including broadband, home office, desk and chair.

Our benefits include:

• Competitive externally benchmarked salaries
• A defined contribution pension (4.5% employer/employee contribution).
• 25 days paid holiday (increasing after 1 years’ service to 26 days and 2 years to 27 days), plus bank holidays.
• 3 additional paid days for company shutdown over Christmas and New Year
• A holiday buy scheme - option to buy up 5 days extra days holiday per year
• Life assurance of 2x your salary
• A Healthcare Cash Plan so you can claim back the costs of everyday health care such as dental, optical and physiotherapy. Plus, a virtual 24 hour GP service.
• Paid membership of a Professional Body to support your continuous development.
• An Employee Assistance Programme offering free confidential advice and support
• Wellbeing programmes, access to a free wellbeing website and wellbeing app
• Paid time off to volunteer in your local community or to support wider charitable causes
• A comprehensive discounts and benefits scheme, with discounts at many high street and online retailers
• Enhanced maternity, paternity, shared parental, adoption and dependant leave
• Access to training and development opportunities

About Us

The Enginuity Group exists to find new ways to close skills gaps in UK engineering and manufacturing in order to create a more productive sector at the forefront of designing, making and maintaining the solutions to society’s greatest challenges. Enginuity is a charity that has created a ‘common language’ for engineering and manufacturing occupation and skills data, to help employers have the right skills at the right time to adapt faster to change.

We use this unique approach to sector data, alongside our deep understanding of the skills needs of UK engineering and manufacturing businesses, to:

• support engineering and manufacturing employers in discovering new sources of skills;
• provide insights and recommendations on the skills that are increasingly in demand so businesses, sectors and government can plan ahead;
• and alongside EAL, the Enginuity Group's specialist Awarding Organisation, End Point Assessment Organisation and skills partner for industry, connect organisations to ensure technical education is fit for purpose and keeps pace with changing industry needs, new technologies and the net-zero transition.

Further Information

If you have any questions, a request for further information, or would like to request this information in an alternative format, our Recruitment Team will be happy to help. Email us at recruitment@enginuity.org.

We’re unable support UK relocation or to sponsor a visa for this role.

Depending on the volume of applications, the closing date for this position may be extended or brought forward.