Housing Contact Centre Team Leader
Customer Service Team Leader
Full-time Monday - Friday 9am - 5pm
We are looking for an experienced and motivated Customer Service Team Leader to lead a high-performing contact centre team, delivering excellent multi-channel support and ensuring a positive customer experience at every touchpoint.
The Role
You will be responsible for leading, coaching, and developing a team of Customer Service Advisors, ensuring enquiries and complaints are handled effectively and resolved at first point of contact wherever possible. You’ll play a key role in driving performance, improving service delivery, and supporting your team through change.
Key Responsibilities- Lead, motivate, and develop a team to deliver outstanding customer service
- Monitor performance, providing regular feedback, coaching, and support
- Manage escalated or complex customer enquiries and complaints
- Ensure effective first-contact resolution and high-quality customer outcomes
- Allocate resources and manage workloads to meet service levels
- Monitor call volumes and staffing to maintain performance standards
- Drive continuous improvement using service data and customer insight
- Ensure accurate use of CRM, telephony, and digital systems
- Maintain clear, accurate customer records and reporting
- Support delivery of projects and organisational change initiatives
- Proven experience leading teams in a contact centre or customer service environment
- Strong background in handling complaints and complex customer issues
- Experience working with call centre systems and Microsoft 365
- Ability to coach, motivate, and develop team members
- Strong data interpretation skills, using insights to improve service delivery
- Confident supporting vulnerable or sensitive customer situations with empathy and professionalism
- Good understanding of customer experience principles and first-contact resolution
- Knowledge of data protection (GDPR) and its application in customer service environments
- Understanding of housing or regulated environments
- Awareness of service frameworks, compliance, and best practice standards
About You
You are a confident and people-focused leader who thrives in a fast-paced environment. You bring a balance of empathy and performance focus, with the ability to inspire your team while delivering measurable improvements in service quality and customer satisfaction.