Customer Service Team Leader

Housing Diversity Network; 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

Hybrid homeworking

Job summary

Broadland Housing Association is seeking a Customer Service Team Leader to manage and grow a high-performing team delivering an efficient and high-quality service to residents and stakeholders.

You will line-manage, coach and develop the team, champion customer excellence, and drive improvements in service quality, with strong IT and scheduling system use to support operations.

Qualifications

• Experience leading customer service teams and delivering high-quality service.
• Customer-focused with a can-do attitude and problem-solving mindset.
• Proficient with scheduling systems and general IT tools.

Responsibilities

• Line manage the Customer Service Team, coaching to deliver a seamless, customer-focused service.
• Champion customer excellence and drive improvements in satisfaction and performance.
• Collect and analyse performance data to inform service improvements.
• Collaborate with internal and external teams to ensure a smooth customer experience.

Skills

Team Leadership

Customer Service

IT Skills

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!

Closing date: Midnight on Thursday 01 October 2026.