Job reference: 002002
Salary: £34,700 rising to £35,741 per annum, after successful completion of your probation
Closing date: 10/09/2025
Location: Bede Island - Leicester
Employment type: Fixed Term
Hours Per Week: 35 (This role involves working shift patterns, including weekend working, please see below for more information)
Do you thrive on leading teams, inspiring others, and making a real difference to people's lives?
At PA Housing, our Customer Services team are the heart of everything we do. They're the first people our residents speak to when they need help – whether that's over the phone, email, live chat, social media, or during an emergency repair call in the middle of the night. They're our ambassadors, and the way they listen, respond and resolve queries shapes the experience our residents have with us.
Now, we're looking for a Customer Services Team Leader to help us take things to the next level. This isn't just about hitting KPIs – it's about creating a culture where people feel valued, where problems are solved with empathy and efficiency, and where your leadership sets the standard for exceptional service.
Please note: This role involves working a shift pattern between Monday and Friday, 8am to 6pm, with a rota'd Saturday shift (1 in 6) from 9am-12pm and an occasional Sunday shift 10am-2pm.
What's in it for you….
In addition to the salary, we offer a number of benefits, including:
* High street discount schemes
* Health cash plans
* 26 days' annual leave, increasing to 29 after three years, with the opportunity to buy more
* Flexible bank holidays – take them when it suits you
* Car leasing scheme
* Hybrid working – offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity. We also offer an optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.
What you'll be doing……
* Leading and motivating a team of Customer Services Coordinators to deliver a first-class service for our residents
* Acting as a role model, coaching and supporting your team to grow their skills and confidence
* Monitoring calls, emails, live chats and casework to ensure quality, compliance and consistency
* Spotting opportunities to improve service delivery and making them happen
* Handling complex or escalated queries – especially around housing, repairs or emergency services – with empathy and professionalism
* Working closely with colleagues across departments to ensure continuity and a joined-up service
* Tackling complaints proactively, embedding lessons learned, and driving improvements
* Analysing performance data, forecasting future demand, and ensuring your team is set up for success
What we're looking for:
We want someone who's passionate about people – both the residents we serve and the team you'll be leading. You'll bring:
* Experience of managing staff performance in a customer-focused environment
* Strong knowledge of housing, customer service or repairs services
* The ability to use Housing/Customer Management systems confidently
* IT skills across Word, Excel and Outlook
* Knowledge of housing legislation, policies and good practice
* A background in quality assurance or monitoring service delivery
* Education to A Level standard (or equivalent experience). A part or full CIH qualification would be an advantage
If specific qualifications are required, please upload them with your application to demonstrate your eligibility.
At PA Housing, we believe in respect, integrity, and accountability. Our work is about people – not just properties – and we're always looking for ways to do better. If that sounds like your kind of place, we'd love to hear from you.
AGENCIES: We know where you are if we need your support so please do not contact us.
To apply for this role please click on the apply button or for any enquiries please email - We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.
Job Types: Full-time, Fixed term contract
Contract length: 13 months
Pay: £34,700.00-£35,741.00 per year
Benefits:
* Additional leave
* Company pension
* Cycle to work scheme
* Employee discount
* Enhanced maternity leave
* Enhanced paternity leave
* Free flu jabs
* Health & wellbeing programme
* Life insurance
* Sick pay
Work Location: Hybrid remote in Leicester LE2 7EA