Customer Experience Team Leader

Join Our Dynamic Team as a Customer Experience Team Leader 🌟 

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!  

What will you be doing? 

Reporting into the Senior Customer Experience Manager, the Customer Experience Team Leader will be responsible for leading, developing, and supporting a team of 

What will you be doing? 

Reporting into the Senior Customer Experience Manager, the Customer Experience Team Leader will be responsible for leading, developing, and supporting a team of Customer Experience Executives to deliver an outstanding, end‑to‑end customer journey across assigned accounts.

You will ensure customers receive a seamless experience from initial request through to case resolution, while driving continuous improvement, operational excellence, and high levels of customer satisfaction.

As a Team Leader, you will act as a coach, performance driver, and escalation point—ensuring SLAs, CSAT targets, and quality standards are consistently met and exceeded.

Accountabilities and Deliverables

• Lead, support, and develop the Customer Experience team through regular 1:1s, coaching, and performance management
• Monitor daily performance and workload against KPIs including:
• CSAT
• First Contact Resolution
• SLA adherence
• Case quality
• Customer retention
• Foster a culture of accountability, high performance, and customer advocacy
• Act as an escalation point for complex or high‑risk customer cases
• Ensure consistent quality in communication and case handling across the team
• Maintain accurate and up‑to‑date customer and case information within the CRM system
• Ensure compliance with regulatory requirements and internal processes
• Identify trends in customer issues, feedback, and operational blockers, and work cross‑functionally to address root causes
• Recommend improvements to processes, communication standards, and customer journey touchpoints
• Support the rollout of new customer experience initiatives, systems, and best‑practice frameworks

Core Competencies 

• Strong leadership, coaching, and mentoring skills
• Ability to build strong relationships and collaborate effectively across teams
• Advanced understanding of CRM systems and customer interaction tracking
• Excellent written and verbal communication skills with a customer‑centric mindset
• Proven ability to champion customer advocacy and enhance brand experience
• Strong organisational and prioritisation skills
• Comfortable working in a fast‑paced environment and owning issues through to resolution

Key Performance Indicators: 

• Team engagement and performance outcomes
• Customer retention rate
• First Contact Resolution
• Internal and external SLA adherence
• CSAT performance
• Case quality
• Proven experience leading a customer service or customer experience team
• Strong customer focus with a track record of improving satisfaction and performance
• Minimum  3 years’ experience  in customer service, customer experience, or a similar role
• Excellent stakeholder management skills

Why work for Babble?

• Annual Leave: 20 days’ paid holiday
• Public Holidays: 12 paid bank holidays
• Pension: Statutory pension provision
• Sick Leave: 20 days’ statutory sick pay
• Working Pattern: 10‑day fortnight
• Work Environment: Full‑time, office‑based role
• Parental Leave: Statutory maternity and paternity leave 

The recruitment journey

We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow up interview and competency testing depending on the role requirements. 

Direct Candidates Only

Babble | Leading UK Cloud Solutions Provider