Customer Service Team Lead — Transformation & Impact

Scottish Federation of Housing Associations; City of Edinburgh; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Access to Health and Wellbeing resources

Opportunities for professional development

Supportive and inclusive working environment

Discounts at major retailers

Job summary

Scottish Federation of Housing Associations is seeking Team Leaders passionate about customer service and community impact. You will guide teams through transformations, oversee daily operations, and ensure exceptional service delivery. We're looking for leaders with customer service experience and strong interpersonal skills to help shape the future of our organization. Join us for a supportive work environment with opportunities for professional development and a genuine impact on our communities.

Qualifications

• Proven experience in a customer service leadership or supervisory role.
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities in a busy environment.
• Experience handling complaints and resolving customer issues effectively.
• A proactive approach to problem-solving and service improvement.
• Passion for delivering excellent customer experiences.

Responsibilities

• Lead, motivate, and support a team delivering front‑line customer service.
• Supervise day‑to‑day operations, ensuring KPIs and service standards are met.
• Oversee communication including calls, emails, and case management.
• Handle Stage 1 complaints and support investigations into complex cases.
• Build relationships with internal teams and external partners.
• Act as a first point of contact for a range of housing services.
• Deliver training, coaching, and performance reviews for team members.
• Contribute to continuous improvement of customer service processes.
• Support organisational initiatives and policy development.

Skills

Customer service leadership experience

Strong communication skills

Interpersonal skills

Problem-solving

Multi-priority management

Job description

Scottish Federation of Housing Associations is seeking Team Leaders passionate about customer service and community impact. You will guide teams through transformations, oversee daily operations, and ensure exceptional service delivery. We're looking for leaders with customer service experience and strong interpersonal skills to help shape the future of our organization. Join us for a supportive work environment with opportunities for professional development and a genuine impact on our communities.