Customer Services Team Leader
London Bridge
£37,000
Looking for a Customer Services Team Leader to join our collaborative and values-driven team. This is a fantastic opportunity to grow your career in a supportive environment that champions employee wellbeing, continuous learning, and long-term development.
As a Customer Services Team Leader, you will lead and develop a team of Customer Service Officers to deliver an excellent, multi-channel frontline service. Youll play a key role in ensuring customer enquiries are resolved efficiently, service standards are consistently met, and customer satisfaction remains at the heart of everything we do.
Key Duties
Lead, motivate and develop a team of Customer Service Officers to deliver a responsive, high-quality customer service across telephone, email, web and written correspondence
Proactively manage and resolve escalated customer enquiries, ensuring timely outcomes and high levels of resident satisfaction
Monitor team performance against KPIs, using real-time and historical data to drive continuous service improvement
Support effective use of CRM systems and performance reporting to ensure accurate records and insight-led decision making
Coach, support and performance-manage team members through regular one-to-ones, quality monitoring, and development planning
Why Join
One of the UKs leading housing providers, managing and owning around 120,000 homes nationwide. Were committed to building safe, sustainable communities where people can thrive. With a strong social purpose, long-term investment plans, and a focus on innovation, a place where you can grow your career while making a real difference.
As a Customer Services Team Leader, were seeking someone who can bring:
Proven experience leading or supervising a customer service or contact centre team
Strong communication, coaching and people-management skills
A proactive, customer-focused mindset with a passion for service excellence
The ability to analyse performance data, manage priorities, and confidently handle escalated or complex customer issues
The Benefits of Joining
Excellent pension scheme
Generous holiday allowance
Life assurance
Award-winning flexible benefits platform
Support for learning and career development
Hybrid working options available
Diversity, Inclusion & Accessibility
Equity, diversity, and inclusion are at the heart of who we are. Were committed to creating a workplace where everyone feels respected, valued, and able to be their authentic selves. By embracing different perspectives, backgrounds, and experiences, we unlock innovation and reflect the diverse communities we serve. Inclusivity isnt a one-off initiative its embedded in our culture and central to how we work every day.
As a Disability Confident Employer, were committed to providing reasonable adjustments throughout the recruitment process and beyond.
We reserve the right to close this advert early if a suitable candidate is identified
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