Full job descriptionCustomer Service Team Leader
Location: Epsom
Salary: £40,000
Contract: Full-Time, Permanent
Are you an experienced customer service leader who thrives in a fast-paced environment and is passionate about delivering exceptional customer experiences? We are looking for a Customer Service Team Leader to lead, motivate and develop a team of Customer Service Advisors, ensuring customers receive a responsive, high-quality service across multiple channels.
About the Role
As Customer Service Team Leader, you will oversee the day-to-day performance of the Customer Service Centre, supporting advisors to resolve customer enquiries and complaints efficiently and at the first point of contact wherever possible.
You will coach and develop team members, monitor service standards and use performance data to drive continuous improvement. Working closely with teams across Housing, Repairs, Income and Customer Experience, you’ll help deliver excellent outcomes for customers while ensuring compliance with policies, procedures and service standards.
Key Responsibilities
*Lead, motivate and develop a team of Customer Service Advisors.
*Monitor performance, quality and productivity, providing coaching and support where needed.
*Ensure customer enquiries and complaints are resolved promptly and professionally.
*Handle complex or escalated customer issues and complaints.
*Manage workloads, staffing levels and service performance to meet operational targets.
*Support vulnerable customers with empathy and professionalism.
*Ensure accurate use of CRM, telephony and customer management systems.
*Maintain high standards of record keeping and data protection compliance.
*Analyse performance data, identify trends and implement service improvements.
*Support operational projects, service developments and organisational change initiatives.
About You
To be successful, you’ll have:
*Experience leading teams within a contact centre or customer service environment.
*A strong track record of delivering excellent customer service and complaint resolution.
*Experience using CRM systems, telephony platforms and Microsoft 365.
*Excellent communication, coaching and people management skills.
*The ability to analyse data and use insights to improve team performance.
*Strong organisational skills and the ability to manage competing priorities.
*Confidence handling sensitive situations and supporting vulnerable customers.
Desirable
*Knowledge of the social housing sector.
*Understanding of housing legislation, rent and repairs processes, safeguarding and the Housing Ombudsman Code of Practice.
*Experience leading teams through change and service improvement programmes.
What’s in it for You?
This is an excellent opportunity to join a customer-focused organisation where you can make a real impact on service delivery, develop your leadership skills and help shape an outstanding customer experience.
Apply today to take the next step in your customer service leadership career.
Please note: A Basic DBS check is required for this role.