Customer Service Team Leader - LeicesterJob Reference: 002002Salary: £34,700 rising to £35,741 per annum, after successful completion of your probationEmployment Type: Fixed TermDo 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.This is a fixed term contract running until 30th September 2026.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 schemesHealth cash plans26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy moreFlexible bank holidays take them when it suits youCar leasing schemeHybrid 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 doingLeading and motivating a team of Customer Services Coordinators to deliver a first-class service for our residentsActing as a role model, coaching and supporting your team to grow their skills and confidenceMonitoring calls, emails, live chats and casework to ensure quality, compliance and consistencySpotting opportunities to improve service delivery and making them happenHandling complex or escalated queries especially around housing, repairs or emergency services with empathy and professionalismWorking closely with colleagues across departments to ensure continuity and a joined-up serviceTackling complaints proactively, embedding lessons learned, and driving improvementsAnalysing performance data, forecasting future demand, and ensuring your team is set up for successWhat 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 environmentStrong knowledge of housing, customer service or repairs servicesThe ability to use Housing/Customer Management systems confidentlyIT skills across Word, Excel and OutlookKnowledge of housing legislation, policies and good practiceA background in quality assurance or monitoring service deliveryEducation to A Level standard (or equivalent experience). A part or full CIH qualification would be an advantageIf 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 recruitment@pahousing.co.uk - 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.