Customer Service Team Leader

Broadland Housing Association Ltd; Norwich; Hybrid; GBP 36,000 - 39,000; Full time

Benefits offered by this job

Enhanced annual leave

Pension scheme

Employee Assistance Programme

Health Cash Plan

Utilities allowance

Training opportunities

Job summary

Broadland Housing Association is hiring a Customer Service Team Leader to drive and develop the Customer Service Team, delivering an efficient, high-quality service to residents and stakeholders. The role combines leadership with hands-on service improvements in a hybrid Norwich-based setup.

The successful candidate will coach the team, champion excellence, analyse performance and work closely with other teams to ensure a seamless customer experience.

Qualifications

• Experience in Customer Service and team leadership.
• Ability to coach and develop staff.
• Proficiency with Microsoft packages and scheduling systems.
• Customer focused with a positive can-do attitude.

Responsibilities

• Line management of the Customer Service Team; coaching to deliver a customer focussed service.
• Champion customer excellence and drive improvements in satisfaction.
• Collect and analyse performance information relating to customer service.
• Collaborate with internal and external teams to ensure a seamless experience.

Skills

Customer service

Team leadership

IT proficiency

Scheduling systems

Tools

Microsoft Office

Job description

Customer Service Team Leader

Agile Hybrid Homeworking (office base Norwich)

Full time, 37 hours a week, Monday - Friday

Starting Salary at £36,255 per annum, with future progression opportunities to £38,567

Permanent Contract

About the role

We have an exciting opportunity for a Customer Service Team Leader to lead, develop and support our Customer Service Team to deliver an efficient, consistent and high-quality service to our residents and stakeholders.

The main duties of the role will include:

• Line Management of the Customer Service Team; leading, supporting and coaching to achieve an efficient customer focussed service
• Championing customer excellence and drive forward improvements in Customer Service and satisfaction.
• Collect and analyse performance information relating to customer service
• To work closely with other teams, internally and externally to ensure a seamless customer experience

For full details on the role, please see the job description.

About You

The successful candidate will have previously worked within Customer Service, with experience of managing, supporting and developing a team. You will be a champion of IT with experience of Microsoft packages and scheduling systems. We are looking for someone that is customer focussed, with a positive can-do attitude and will come in to help our team and the service we deliver, to exceed.

All team members and colleagues working for Broadland will always be expected to act in a manner that is consistent with our corporate values and behaviours, as detailed in the job description.

About Us

Broadland Housing Association offers more than 5,700 quality homes across Norfolk and North Suffolk believing that everyone deserves a home that meets their needs; we offer a caring, effective and high-quality service that is fair to everyone. We are one of the top 25 Housing Organisations to work for in the UK and feature in the top 50 organisations to work for in the East of England.

Our team are provided with the tools to work from home as well as supportive and flexible understanding of the challenges this sometimes presents. We are a Hybrid Homeworking employer and provide the team with the tools to work from home (approx. 60% home and 40% office split). As the role requires attendance at Broadland premises candidates must live within a 75-minute commute of their office location (Norwich, NR2 2PL).

We offer staff many great benefits such as:

• Enhanced annual leave starting from 22 days, plus a day off for your birthday, a volunteering day and a personal day.
• Generous contributory pension scheme.
• Access to an Employee Assistance Programme to support you when you need it.
• Health Cash Plan - claiming for things such as eye tests and prescriptions as well as many other wellness and money saving perks.
• Utilities allowance to support hybrid home workers.
• Lots of training opportunities.
• And many more - Please see our benefits document available on our website!

For full details or if you have any questions regarding this role or any other vacancies at Broadland Housing Association, please contact our recruitment line on 01603 750109 and leave a message or email: [e-mail].

Closing date: Midnight on Thursday 01 October 2026.