Customer Services Team Leader

We are seeking an experienced and motivated Customer Services Team Leader to champion our Customer Service Charter and ensure the delivery of a high-quality professional reception and telephone service for both internal and external customers.

In this key role you will lead supervise and support the Customer Services Team within the Tenant Services department fostering a culture of excellence and continuous improvement. You will be responsible for ensuring the team consistently delivers outstanding service while identifying opportunities to enhance our approach every day.

Key Responsibilities:

• Team Leadership: Manage and support the Customer Services Team promoting high standards of service delivery and professional development.

• Repairs & Maintenance: Oversee the delivery of a responsive repairs and maintenance service. Ensure accurate diagnosis and recording of repair requests gather essential information and instruct approved contractors in line with agreed response times and financial regulations.

• Housing Applications: Manage the end-to-end process of housing applications from initial enquiry to placement on the waiting list. Conduct applicant interviews in line with our policies ensuring fairness transparency and consistency.

• Customer Enquiries: Strive to resolve tenant enquiries at the first point of contact wherever possible ensuring a seamless and positive customer experience.

• Tenant Engagement: Work closely with the Tenant Engagement Officer to promote involvement opportunities and support the delivery of customer service initiatives.

• Equality & Safety: Uphold the Associations Equality Diversity and Inclusion Strategy and ensure compliance with Health & Safety policies maintaining a safe and respectful working environment.

• Emergency Contact: Act as an emergency contact for out-of-hours situations when required.

• Collaboration: Build and maintain positive working relationships with tenants colleagues and management.

Were looking for someone with:

• Proven experience working with the public in a senior customer service role either face-to-face or over the phone.

• Strong IT skills and the ability to manage and coordinate a team effectively.

• Experience in managing responsive repairs within the housing sector

• A proactive solution-focused approach and a passion for delivering excellent customer service.

If youre ready to make a real difference and lead a team that puts tenants at the heart of everything we do wed love to hear from you.

Apply now and help shape the future of our customer service delivery.

We offer a range of great benefits including: