Customer Experience Team Leader

Are you passionate about leading people and delivering exceptional customer experiences? Are you looking to build your career within a company recognised for its inclusivity, sustainability, and strong values?

At Sopra Steria, we're looking for a Customer Experience Team Leader to join our Private Sector team, supporting one of our major financial services clients. If you enjoy inspiring teams, solving problems, and working in a fast-paced environment, this could be the ideal next step in your career.

This permanent role gives you the opportunity to lead a team within a Great Place to Work Certified organisation, supported by training, coaching, and a leadership team committed to helping you succeed.

What you need to know:

• This is a permanent role, based at our Newcastle regional hub.
• The service operates Monday to Sunday, from 8am to 8pm on weekdays and 8am to 6pm on weekends. We offer multiple shift options to help you complete your 37.5 full-time hours. Weekend work is part of the role, but you will not be scheduled every weekend.
• You'll receive an initial 4-week training programme (Monday to Friday, 9:00am–5:00pm), blending classroom learning with job shadowing so you feel fully supported in your leadership responsibilities.
• You'll receive dedicated leadership training and development to support your success and growth.
• You'll be joining a team where wellbeing, respect, and engagement are genuinely valued.
• Career development is encouraged, with opportunities to progress further within Sopra Steria.

Key dates:
Video interviews will take place during the w/c 1st December, followed by on-site interviews in our office beginning w/c 8th December. Successful candidates will begin on weekly start dates beginning 26 January.

What you'll be doing:
As a Customer Experience Team Manager, you will lead and inspire a team of Customer Experience Specialists, ensuring a high-quality customer experience and a positive team environment. Your responsibilities will include:

Leading your team:
Coach, motivate, and develop your team, fostering engagement, resilience, and celebrating successes.

Customer focus:
Promote a customer-first culture, supporting your team to resolve queries efficiently while maintaining high standards for satisfaction and quality assurance.

Process improvement:
Identify opportunities for operational improvements, implement effective solutions, and support programme change initiatives.

Compliance and governance:
Ensure all team activities comply with legal, regulatory, and company requirements, completing relevant training.

Role modelling:
Demonstrate excellent leadership, clear communication, and customer service excellence in a fast-paced contact centre environment.

To succeed in this role, you'll need a mix of leadership skills, operational awareness, and a customer-first mindset. Key qualities include:

Leadership:
Experience of managing, motivating, and developing a team to achieve results, with the ability to build engagement and resilience.

Customer focus:
Committed to delivering excellent customer outcomes and promoting a customer-first culture.

Operational awareness and problem-solving:
Able to identify opportunities for process improvement, implement solutions, and drive change effectively.

Compliance and governance:
Understanding of regulatory and legal requirements, with the ability to ensure your team operates in line with these standards.

Role modelling and communication:
Demonstrates strong leadership, clear communication, and professionalism, inspiring others through example.

Employment Details:
Location:
Newcastle

Security Clearance:
BPSS

Salary:
Up to £30,000

Benefits:
25 days annual leave, health cash plan, life assurance and pension

Internal Recruiter:
Chloe

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about us?
Our business is, first and foremost, about people. And it always has been. The solutions we develop are driven by the connections they make and the problems they solve. Our services only matter if they work for people and if they serve a greater purpose. Known for our collaborative approach, we provide consulting and digital services, creating innovative solutions, at scale, to deliver sustainable growth and services that make life better.

Our work touches many lives in the UK. From helping the Government provide essential public and health services that offer more convenience and choice, to improving financial services to deliver fairer, customer-centric solutions

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida, the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.

If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.