Customer Service Team Lead - Elevate Customer Experience

The Wrekin Housing Group Limited; Telford; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Induction programme

25 days holiday

Contributory pension

Employee Healthcare Portal

Eye care vouchers

Cycle to work scheme

Job summary

The Wrekin Housing Group Limited is seeking an experienced Customer Service Team Leader to lead a team of Customer Resolution Officers and Receptionists, delivering outstanding service at every interaction. You will coach and develop colleagues, oversee Same Day Repairs, resolve enquiries and complaints promptly, and monitor KPIs to drive continuous improvement across channels.

This permanent, 36-hour per week role is based in Telford with travel to our Stafford Contact Centre required; a

Qualifications

• Experience in a customer service environment or contact centre.
• Experience leading or coaching a team.
• Ability to thrive in a fast-paced environment and make effective decisions.
• Excellent communication and relationship-building skills.
• Strong organisational skills to prioritise workloads and meet deadlines.
• Commitment to delivering outstanding customer experiences and continuous service improvement.

Responsibilities

• Lead and motivate a team of Customer Resolution Officers and Receptionists to deliver high-quality customer service at the first point of contact.
• Oversee the delivery of the Same Day Repairs Service, ensuring resources are used efficiently to maximise satisfaction.
• Drive continuous improvement through the Quality Framework and coaching of team members.
• Ensure customer communications are responded to effectively across telephone, email, live chat and social media.
• Manage customer complaints in line with the Complaint Handling Code and identify opportunities for service improvement.
• Monitor service performance against KPIs and foster a culture of high performance.
• Identify service failures and implement effective solutions to improve the customer experience.

Skills

Leadership

Customer service

Communication

Decision making

Job description

The Wrekin Housing Group Limited is seeking an experienced Customer Service Team Leader to lead a team of Customer Resolution Officers and Receptionists, delivering outstanding service at every interaction. You will coach and develop colleagues, oversee Same Day Repairs, resolve enquiries and complaints promptly, and monitor KPIs to drive continuous improvement across channels.

This permanent, 36-hour per week role is based in Telford with travel to our Stafford Contact Centre required; a