Role Overview

Panaz, a global leader in high-performance contract fabrics are seeking an experienced Customer Experience Team Leader to own and continuously improve the customer journey across pre- and post-sales touchpoints. Reporting to the Head of Customer Experience, this role will suit a proactive people-leader who excels at driving team performance, delivering exceptional customer service and working cross-functionally to resolve complex enquiries.

This is a hands-on leadership role combining team management, process improvement and day-to-day customer care. The successful candidate will coach and develop a small team of customer service advisors, manage workload and service standards, and act as an escalation point for high-priority customer issues.

If you are customer-focused, organised and motivated to improve service delivery in a growing, design-led manufacturer, we encourage you to apply via our careers website at https://careers.panazcareers.com/.

Why Panaz? – Culture, Benefits & Growth

We offer a supportive, inclusive workplace where people can develop and thrive. Key benefits include:

• 💰 Salary – competitive and depending on experience

• ⏰ Working hours – 37.5 hours per week

• 🌴 33 days holiday – including bank holidays and paid Christmas closure

• 🤝 Inclusive team culture – accessible facilities, team events and volunteering opportunities

• 💷 Recruitment referral bonus - Receive £250 for recommending successful new team members

• 📚 Training & development – ongoing support for career progression

• 🛡️ Company sick pay – after 1 year of service

• ❤️ Giving something back - We actively support local organisations and community projects, supporting charities including The Furniture Makers’ Charity

Key Responsibilities

Team Leadership & Performance:

• Lead, coach and develop a team of customer service advisors to deliver consistently high service standards and achieve team KPIs.

• Manage team scheduling, capacity and workload to ensure timely responses across email, phone and CRM channels.

• Conduct regular 1:1s, performance reviews and training sessions to support continuous improvement and career development.

• Identify opportunities to simplify processes, reduce friction and improve customer satisfaction across the customer lifecycle.

• Produce regular reports on team performance, customer feedback and trends, and use insight to drive change.

Experience & Qualifications

• Proven experience in a Team Leader role, with the ability to lead, motivate, and develop a team.

• Familiarity with CRM systems and reporting tools.

• Experience in dealing with complex customer issues, and being the first point of escalation contact.

• Experience within contract textiles is desirable but not essential.

• Proven ability to build high-performing teams.

• Comfortable working in a fast-paced environment and adapting to changing priorities. You analyse problems, propose improvements and support implementation.

Recruitment Fraud Alert

· We never request payments or sensitive personal information at any stage of the recruitment process. All official job opportunities are advertised on our careers platform. https://careers.panazcareers.com/

· If you encounter any suspicious activity or communications, please contact our HR team for verification and report the incident to the relevant authorities. We prioritise the safety and integrity of all applicants.