Customer Service Team Leader

Description

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

Lead and manage a high-performing customer service team

Monitor and manage KPIs, SLAs, and team productivity

Conduct regular 1:1s, performance reviews, and ongoing staff coaching

Oversee daily resourcing, annual leave, and absence management

Drive a customer-first culture and promote inclusivity across the team

Handle complex cases, complaints, and claims mitigation

Collaborate on long-term planning, supporting delivery of annual and 5-year objectives

Assist with recruitment, onboarding, and ongoing team development

Use management information and analytics to guide performance improvementsExperience & Skills Required

Experience in social housing and reactive repairs environments

Previous team leadership or management experience in a similar setting

Strong customer service and communication skills

Analytical mindset with experience using management information to drive performance

Proven ability to handle complex cases and complaints resolution

Strong IT skills and ability to work under pressure in a dynamic environmentWhat's in It for You?

You'll be joining a modern, people-focused business that recognises the value of its team. In return, you'll receive:

A competitive salary of £32,000 per annum

26 days annual leave plus bank holidays

Enhanced pension plan

Enhanced Maternity & Paternity PayIf you're interested in this role, please apply online or call (phone number removed) for more information

Ad ID: 5416911536