Customer Experience Team Leader

Customer Experience Team Leader

• Location:            Bradford
• Contract Type:   Full-time | Permanent
• Hours:                34.5 per week
• Salary:                £33,000 per annum (pro rata) + shift allowance

At Anchor, we’re driven by our purpose—to provide high-quality housing and support for people in later life. As a Customer Experience Team Leader, you’ll play a vital role in making that mission a reality, ensuring our customers feel valued, heard, and supported every step of the way.

Key Responsibilities:

• Lead and develop a team to meet performance targets and deliver consistently high service standards.
• Create a positive, empathetic, and professional customer experience across all touchpoints.
• Oversee day-to-day team operations including resource planning and adherence to internal policies.
• Collaborate with teams across the business to ensure a seamless and integrated customer journey.
• Monitor performance, provide regular coaching and feedback, and identify development opportunities.
• Drive improvements in systems and processes to enhance efficiency and service quality.
• Make informed decisions that balance customer needs with operational priorities and compliance requirements.

What We’re Looking For

You’re a natural leader and an empathetic team player, with a passion for delivering exceptional customer experiences. You stay calm under pressure, adapt quickly to change, and know how to bring out the best in people.

You’ll bring:

• Proven experience in a leadership or supervisory role, ideally within customer service.
• A strong background in managing or coaching a team to meet service and performance targets.
• Excellent communication and relationship-building skills.
• High attention to detail and a proactive, problem-solving mindset.
• Confidence in using Microsoft Office tools (Outlook, Word, Excel, PowerPoint, Teams) and a willingness to learn internal systems.
• A collaborative and flexible attitude, able to support others and adapt to changing priorities.

Anchor – a great place to work

Anchor is England’s largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life.

We’re not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities.

Our values

Every one of us can make a difference to our residents and play a part in shaping homes and services around their needs.

Our Anchor values of being Accountable, Respectful, Courageous and Honest apply to us all, whether you manage colleagues as part of your role or not.

Displaying our values can influence those around us to do the same. We can all be leaders at Anchor and should all be driven by the same customer ethos.  Our Anchor Leadership Framework helps align these values with the skills and behaviours we demonstrate.

A rewarding environment

From health and happiness to finance and your career, we’ll give you all the support you need.

Health & happiness

• Gym, fitness and wellbeing discounts
• Mental health support
• Flexible working options
• Access to online GP appointments

Finance

• Pension plan – contribute between 4% and 8% and we’ll match it or better
• Quick and easy pension transfer service
• Savings and financial advice, loans, free life assurance
• Discounts on shopping, holidays, phones, technology and more

Career

• Ongoing personal and professional development programme
• Leadership Pathways online learning resources
• Career progression and promotion opportunities

To see our full range of benefits, check out our dedicated being well website Please follow the link or copy and paste https://anchorbeingwell.co.uk/ into your browser 

Celebrating diversity, celebrating you

Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other.  

We are proud to have an LGBT+ group for our residents, and also Disability, LGBT+ and race and ethnicity colleague networks. These work to celebrate diversity, address concerns, review policy and practice and empower their members.  We also have an Inclusive Ambassador network to allow all colleagues to be part of promoting diversity and to be an ally to others.

We are a Gold Standard Inclusive Employer, a Stonewall Diversity Champion, Menopause Friendly and a signatory to the Care Leaver Covenant, HouseProud Pledge and Age Friendly Employer Pledge schemes.