About this role
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 managementMonitor daily performance and workload against KPIs including:CSATFirst Contact ResolutionSLA adherenceCase qualityCustomer retentionFoster a culture of accountability, high performance, and customer advocacyAct as an escalation point for complex or high‑risk customer casesEnsure consistent quality in communication and case handling across the teamMaintain accurate and up‑to‑date customer and case information within the CRM systemEnsure compliance with regulatory requirements and internal processesIdentify trends in customer issues, feedback, and operational blockers, and work cross‑functionally to address root causesRecommend improvements to processes, communication standards, and customer journey touchpointsSupport the rollout of new customer experience initiatives, systems, and best‑practice frameworksCore Competencies
Strong leadership, coaching, and mentoring skillsAbility to build strong relationships and collaborate effectively across teamsAdvanced understanding of CRM systems and customer interaction trackingExcellent written and verbal communication skills with a customer‑centric mindsetProven ability to champion customer advocacy and enhance brand experienceStrong organisational and prioritisation skillsComfortable working in a fast‑paced environment and owning issues through to resolutionKey Performance Indicators:
Team engagement and performance outcomesCustomer retention rateFirst Contact ResolutionInternal and external SLA adherenceCSAT performanceCase quality Proven experience leading a customer service or customer experience teamStrong customer focus with a track record of improving satisfaction and performanceMinimum 3 years’ experience in customer service, customer experience, or a similar roleExcellent stakeholder management skills Why work for Babble?
Pension: Statutory pension provisionSick Leave: 20 days’ statutory sick payWork Environment: Full‑time, office‑based roleParental 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