Customer Experience Team Leader

About the role

Panaz, a global leader in high‑performance contract fabrics, is looking for a proactive Customer Experience Team Leader. Reporting to the Head of Customer Experience, you will own and continuously improve the customer journey across pre‑ and post‑sales touchpoints while leading a small team of advisors.

Key responsibilities

• Lead, coach and develop a team of customer service advisors to meet high service standards and KPIs.
• Manage team scheduling, capacity and workload across email, phone and CRM channels.
• Conduct regular 1:1s, performance reviews and training sessions to foster continuous improvement.
• Identify and implement process simplifications to reduce friction and boost customer satisfaction.
• Produce regular reports on team performance, customer feedback and trends, using insights to drive change.

Required profile

• Proven experience in a Team Leader role with the ability to motivate and develop staff.
• Familiarity with CRM systems and reporting tools.
• Experience handling complex customer issues and acting as the first escalation point.
• Experience in contract textiles is desirable but not essential.
• Ability to thrive in a fast‑paced environment, adapt to changing priorities and support improvement initiatives.

Required skills

• CRM systems
• Reporting tools

What we offer

• Competitive salary, dependent on experience.
• 37.5‑hour work week.
• 33 days holiday including bank holidays and paid Christmas closure.
• Inclusive team culture with accessible facilities, events and volunteering opportunities.
• £250 recruitment referral bonus.
• Ongoing training and development support.
• Company sick pay after one year of service.
• Support for local charities and community projects.