Customer Experience Team Lead (Multichannel)

About Vintage.com

At Vintage.com, we’re building the most trusted platform for pre-loved items. We help people give valuable things a new life, making the experience simple, transparent and rewarding.

We bring together specialist knowledge, thoughtful technology and genuine care for our customers. By helping more items stay in circulation, we create value for people and make a positive impact at the same time.

About the Team

Our Customer Experience Team is here to make selling to Vintage.com feel simple, reassuring and straightforward.

Based in Leeds, the team supports customers throughout their journey with us, answering questions, solving problems and making sure people understand what is happening with their items.

We speak to customers across phone, email, webchat and other digital channels, working together and with teams across Vintage.com to find answers, resolve issues and deliver a consistently good customer experience.

Why This Role Matters

Why the role exists

Our Customer Experience Agents are responsible for making every customer interaction feel clear, helpful and reassuring. As a Multichannel Customer Experience Team Lead, you’ll create the environment that enables them to do that consistently.

You’ll lead and develop a team of Customer Experience Agents working across phone, email, webchat and other digital channels. You’ll set clear expectations, coach performance, manage day-to-day service delivery and make sure your team has the support and information they need to resolve customer enquiries well.

This is a hands-on leadership role. You’ll balance people leadership with operational delivery, using customer and performance insight to understand where the team is doing well and where something needs to change.

You’ll also be an escalation point for more complex customer situations, working with teams across Vintage.com to find the right resolution while helping your Agents build the confidence to handle more themselves over time.

What success looks like

• Customers receive a consistently high-quality experience across phone, email, webchat and other channels.
• The team meets agreed service, quality, productivity and customer experience expectations.
• Agents understand what is expected of them and receive regular, useful coaching and feedback that improves performance.
• Performance or capability concerns are identified early, addressed clearly and managed consistently.
• Customer escalations are handled calmly and effectively, with appropriate ownership and clear outcomes.
• Workloads, schedules and resources are managed effectively so the team can respond to customer demand.
• Team members feel informed, supported and accountable for the quality of their work.
• Customer trends, recurring issues and operational risks are identified and shared so improvements can be made.
• New systems, processes and ways of working are introduced effectively and understood by the team.
• The Team Lead works effectively with other leaders and teams to improve the end-to-end customer experience.