Main Purpose of the Role
The Customer Services Team Leader will oversee the day-to-day operational management of CHA’s multi-channel, customer-facing team, which serves as the first point of contact for all customer enquiries. As the team leader you’ll be committed to delivering a “right first time” approach, ensuring efficient and effective service delivery.
In addition to managing frontline operations, the Team Leader will play a key role in gathering resident insight, data, and feedback to inform service improvements and drive positive outcomes for our residents. As the Team Leader you will also be responsible for administering all formal complaints, ensuring accurate case logging, adherence to target response times, and supporting complaint handlers in delivering timely and effective resolutions.
This role is based in Birmingham, occasional travel to Bradford may be required.
Please note that this job description outlines the primary responsibilities of the role but is not exhaustive. It will be reviewed periodically to reflect changes in service requirements, regulations, or legislation.
Key Responsibilities
As the Customer Services Team Leader, you will play a pivotal role in overseeing the daily operations of a dedicated, multi-channel customer service team. Your leadership will ensure that service standards are consistently met and that procedures are followed with precision. You will be responsible for managing resident complaints, supporting complaint handlers in conducting thorough investigations, and ensuring timely, effective solutions that achieve appropriate outcomes.
A key part of your role will involve implementing a strong working relationship across all CHA teams, enabling the Customer Services Team to act as a “one stop shop” for residents by providing comprehensive advice and support. You will also lead efforts to gather and analyse customer insight through surveys and outbound calls; you will use this data to drive service improvements and enhance resident satisfaction.
Operationally, you will also be responsible for the management of our Out of Hours service, ensuring seamless communication between CHA and service providers to maintain high-quality, round-the-clock support. You will also oversee the telephony system, ensuring it operates efficiently and in line with best practice.
Your leadership responsibilities include planning and delivering team training, conducting regular one-to-ones and team meetings, setting individual targets aligned with corporate objectives, and addressing underperformance through coaching and performance plans where identified. You will champion a proactive, solution-focused culture within the team, encouraging innovation and continuous improvement.
Ultimately, you will lead by example, embodying CHA’s resident centred approach in every interaction with residents, colleagues and stakeholders, ensuring that the Customer Services Team consistently delivers an excellent service for all.
Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible.