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Customer Support Team Leader - Housing Services
We are seeking a motivated and experienced Customer Support Team Leader to join a busy Housing department. This is a fantastic opportunity for a skilled people manager with a passion for delivering excellent customer service across face-to-face, digital, and telephone channels.
Key Responsibilities:
- Lead and manage a customer service team delivering front-line support across multiple contact channels
- Act as an escalation point for complex and technical customer enquiries
- Support and deputise for the Customer Service Manager when required
- Ensure consistent delivery of high-quality, professional, and customer-focused services
- Monitor performance, coach team members, and drive continuous improvement
- Manage workloads and service demand to meet service and legislative requirements
- Oversee face-to-face service in Customer Service Centres and contribute to digital transformation initiatives
- Respond to formal complaints, Member enquiries, and Freedom of Information requests
- Work closely with internal services and technology partners on improvement projects
What We're Looking For:
- Experience leading and motivating teams in a fast-paced customer service environment
- Strong knowledge of housing services, customer contact procedures, and relevant legislation
- Excellent verbal and written communication skills
- Strong organisational skills with the ability to manage competing priorities
- Proficient IT skills including use of MS Office
- Flexible, proactive, and committed to continuous service improvement
- Ability to manage change, improve processes, and develop staff through training and support
This role involves:
- Line management responsibility for up to 15 staff
- A combination of office-based and face-to-face service delivery
- Occasional handling of complaints and service pressures
- Collaborative work on service-wide projects and strategic planning
