Customer Service Team Leader
Watford Community Housing
Salary: £35,000-£40,000
37 hours per week
The vacancy
We work with our customers and communities to change lives, and we're looking for a highly motivated Customer Service Team Leader to drive the Customer Service Team to deliver an exceptional experience to our customers.
What's the role?
As a Customer Service Team Leader, you will be responsible for motivating and leading the Customer Service Team to success. You will act as the "voice and face" of WCH and be instrumental in enhancing the customer experience by exceeding customer needs whilst achieving Key Performance Indicators (KPIs) within a call centre.
We put the customer at the heart of everything that we do and take a proactive approach for each customer contact through multi-channel communication. A key part of the role is ensuring services are designed around our customer's needs, collaborating with all teams and driving a customer centric-culture.
The right candidate will be highly customer-focused and committed to delivering quality services by taking a strategic approach to identify and implement service change.
In this role you will need to:
* Ensure a high standard of customer service.
* Be highly passionate and enthusiastic about our customers.
* Take personal responsibility for the Customer Service Team achieving KPIs.
* Be able to embed, support and maintain digital transformation within Customer Services.
What are we looking for?
You will be customer-focused, with the ability to interact empathetically with a wide variety of people. You'll have an excellent grasp of exceeding customer needs and an understanding of how to manage a call centre. You will have a background in Customer Services, and knowledge of the housing or construction sectors would be a distinct advantage.
Essential:
* At least 4 years' experience in customer service / call centre management
* Qualifications in Customer Service / Customer Care
* Experience managing and developing staff
* You will need to hold a UK driving licence with access to a suitable vehicle, with insurance cover for business use.
* You will need to maintain a satisfactory basic level DBS check.
Desirable:
* Knowledge of the housing sector
* Knowledge of Microsoft Office including Excel
Find full Job Description HERE
What can we offer you?
We know that people are our most valuable assets, so we offer a range of benefits including 28 days' annual leave pro rata, an employer pension contribution of up to 11%, development opportunities and access to a comprehensive employee rewards scheme.
How we work
We are committed to embracing the most positive aspects of agile working. We take a blended approach to how we work, so that colleagues have the flexibility to strike the right balance between working in our communities, in our shared spaces and remotely. With digital technology at the heart of our work, teams and individuals are empowered to decide the best way to meet the needs of their role.
How to apply
If this sounds like your next role, click 'apply now', tell us why you've got what it takes and send us a copy of your current CV.
The closing date is 2nd January 2026, (but please note we reserve the right to close the vacancy early if we receive a large response). Interviews will take place in the week commencing 5th January 2026.