Customer Experience Team Leader

Why Babble?

Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers.

We are specialists in

Microsoft Modern Work

Cybersecurity

Contact Centre Technology

Mobile Solutions

Communications & Connectivity

With thousands of customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions.

Join us on this exciting journey and let's achieve greatness together!

About Us | Leading UK Cloud Solutions Provider | Babble

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?

Pension: Statutory pension provision

Sick Leave: 20 days’ statutory sick pay

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