Customer Service Team Leader

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

About the Role

This is an exciting time to join Blackwood Housing Association as we create new team leader roles to deliver on our ambitious strategic direction, focused on delivering even better outcomes for our tenants and communities across Scotland. We’re looking for Team Leaders who are energised by change and motivated by purpose - leaders who want to help shape the future of customer services.

You’ll play a key role in leading teams through transformation, embedding new ways of working, and translating our strategic ambitions into real, day‑to‑day improvements for the people we serve. With opportunities to influence service development, support staff to thrive, and contribute to an organisation that is evolving and growing, this is a chance to build a leadership career that genuinely makes a difference.

Key Responsibilities

• Lead, motivate, and support a team delivering front‑line customer service
• Supervise day‑to‑day operations, ensuring KPIs and service standards are consistently met
• Oversee incoming and outgoing communications including calls, emails, and case management
• Handle Stage 1 complaints and support investigations into more complex cases
• Build strong working relationships with internal teams and external partners
• Act as a first point of contact across a wide range of housing services, including repairs, rent, allocations, and general enquiries
• Deliver training, coaching, and one‑to‑one performance reviews for team members
• Contribute to continuous improvement of customer service processes and procedures
• Support organisational initiatives and policy development

What We’re Looking For

• 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

Why Join Us?

At Blackwood, we are committed to making a difference in people’s lives. You’ll be part of a supportive organisation that values innovation, collaboration, and continuous improvement.

• Competitive salary
• Opportunities for professional development
• A supportive and inclusive working environment
• The chance to make a real impact in the community

Our employee benefits

• Access to Health and Wellbeing resources such as 24 hour GP service, physiotherapy, 24/7 Employee Assistance Program and in‑house Mental Health First Aiders
• Opportunity to participate in internal support networks such as employee engagement, wellbeing and digital forums
• Discounts at major online and High Street retailers