Housing Contact Centre Team Leader

Customer Service Team Leader Full-time Monday - Friday 9am - 5pm We are looking for an experienced and motivated Customer Service Team Leader to lead a high-performing contact centre team, delivering excellent multi-channel support and ensuring a positive customer experience at every touchpoint. The Role You will be responsible for leading, coaching, and developing a team of Customer Service Advisors, ensuring enquiries and complaints are handled effectively and resolved at first point of contact wherever possible. You’ll play a key role in driving performance, improving service delivery, and supporting your team through change. Key Responsibilities • Lead, motivate, and develop a team to deliver outstanding customer service • Monitor performance, providing regular feedback, coaching, and support • Manage escalated or complex customer enquiries and complaints • Ensure effective first-contact resolution and high-quality customer outcomes • Allocate resources and manage workloads to meet service levels • Monitor call volumes and staffing to maintain performance standards • Drive continuous improvement using service data and customer insight • Ensure accurate use of CRM, telephony, and digital systems • Maintain clear, accurate customer records and reporting • Support delivery of projects and organisational change initiatives Skills & Experience Required • Proven experience leading teams in a contact centre or customer service environment • Strong background in handling complaints and complex customer issues • Experience working with call centre systems and Microsoft 365 • Ability to coach, motivate, and develop team members • Strong data interpretation skills, using insights to improve service delivery • Confident supporting vulnerable or sensitive customer situations with empathy and professionalism • Good understanding of customer experience principles and first-contact resolution • Knowledge of data protection (GDPR) and its application in customer service environments Desirable Knowledge • Understanding of housing or regulated environments • Awareness of service frameworks, compliance, and best practice standards About You You are a confident and people-focused leader who thrives in a fast-paced environment. You bring a balance of empathy and performance focus, with the ability to inspire your team while delivering measurable improvements in service quality and customer satisfaction.