Customer Service Team Leader

Lovell Homes; Birmingham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in affordable housing is seeking a motivated Customer Service Team Leader in Birmingham. This role involves managing a customer service team, ensuring high standards of support, and addressing customer complaints. The ideal candidate will have relevant experience, strong communication skills, and a commitment to customer satisfaction.

Benefits

Bonus entitlement based on performance KPIs

26 days holidays plus Bank Holidays

Two volunteering days per year

Life Assurance

Pension

Private medical insurance

Cycle to Work scheme

Digital GP

Employee assistance programme

Sharesave scheme

Employee rewards portal

Qualifications

• Experience in a similar role with line management experience.
• Understanding of new home construction and maintenance.

Responsibilities

• Manage the customer service team and deliver exceptional support.
• Lead in managing warranty claims and maintenance works.
• Investigate and resolve customer complaints and escalations.

Skills

Interpersonal Skills

Communication Skills

IT Skills

Tools

Microsoft Office

Job description

Permanent – Full Time – 37.5 hours per week

We have a fantastic opportunity for a highly motivated Customer Service Team Leader to join our team in Quinton.

Within this role, you will be responsible for the day-to-day management of the customer service team, delivering exceptional support services, maintaining high levels of customer satisfaction, and setting the standard for customer support interactions. This will include leading the team in managing warranty claims and completing maintenance works in line with relevant standards and requirements. You will also be responsible for completing regular reports on defects, resolution timescales, and customer satisfaction. As part of the customer service management team, you will investigate and resolve customer complaints and escalations.

This role is suitable for someone with experience in a similar role, including line management experience and an understanding of new home construction and maintenance. Skills in defect rectification methods would be advantageous.

Excellent interpersonal and communication skills are essential to ensure high service standards and meet customer expectations. Good IT skills, particularly in Microsoft Office, are also required.

Benefits

• Bonus entitlement based on performance KPIs

• Holidays - 26 days plus Bank Holidays, with the option to purchase additional holiday

• Two volunteering days per year

• Life Assurance

• Pension

• Private medical insurance

• Cycle to Work scheme and the Lovell Way to EV

• Digital GP

• Employee assistance programme

• Sharesave scheme

• Employee rewards portal

As an Investors in People Gold award employer, Lovell is the UK’s leading provider of mixed tenure affordable homes and has a reputation for innovation and excellence in high-quality housing development and regeneration projects.

We are committed to enhancing the communities in which we work, building quality homes for real people, and caring for our employees; developing talent is key to our success. Lovell values diversity and inclusion and is an equal opportunities employer.

The Lovell culture empowers colleagues to make decisions at regional and local levels, challenge the status quo, and work collaboratively to achieve our goals and make Lovell a great place to work for all.