Customer Service Team Leader - Social Housing Repairs & Maintenance
Based in Billericay
Full time, permanent
£32,000 per annum
Here at Howells we are working with a leading social housing repairs and maintenance contractor to recruit a proactive and experienced Customer Service Team Leader for their busy Billericay-based contact centre.
About the Role
As Customer Service Team Leader, you will take responsibility for overseeing the day-to-day operations of the customer contact centre, ensuring a high standard of service delivery in a fast-paced environment. You'll play a key role in driving team performance, supporting resource planning, and ensuring all service KPIs and SLAs are met.
Working closely with the Customer Performance Manager, you'll foster a culture of continuous improvement and 'right first time' service. You will also handle complaints and complex cases, as well as coach, mentor, and develop your team to deliver excellence.
Key Duties & Responsibilities
1. Lead and manage a high-performing customer service team
2. Monitor and manage KPIs, SLAs, and team productivity
3. Conduct regular 1:1s, performance reviews, and ongoing staff coaching
4. Oversee daily resourcing, annual leave, and absence management
5. Drive a customer-first culture and promote inclu...