Customer Service Team Leader

Beyond Housing; Redcar; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Agile working (up to 2 days from home)

Generous holiday entitlement

Real Living Wage

Pension scheme

Life assurance

Health cash plan

Free tea/coffee

Recognition schemes

Long service awards

Cycle to work scheme

Discounts and cashback

EV salary sacrifice lease

Job summary

Beyond Housing in the United Kingdom is seeking a passionate customer service team leader to head our service centre. You will oversee day-to-day performance, provide coaching, and support to ensure customer enquiries are resolved efficiently and professionally.

You will lead a team of customer service advisers, use performance data and customer feedback to drive service improvements, build strong relationships with colleagues and customers, and promote a culture of empathy, accuracy and

Qualifications

• Experience leading, coaching or supervising a customer service team, ideally in housing or customer-focused environments.
• Excellent communication skills and a passion for delivering great customer service.
• Ability to manage complex enquiries and complaints using data to identify improvements.
• Ability to build strong relationships with colleagues and customers.

Responsibilities

• Oversee day-to-day performance of a customer service team.
• Provide leadership, coaching and support to advisers.
• Ensure customer enquiries are resolved efficiently and professionally.
• Use performance data and feedback to drive service improvements.

Skills

Team leadership

Coaching

Customer service

Communication

Data-driven improvement

Job description

We're looking for a passionate and motivated customer service team leader to lead our service centre team and help deliver an outstanding experience for our customers. In this role, you'll oversee the day-to-day performance of a team of customer service advisors, providing leadership, coaching and support to ensure customer enquiries are resolved efficiently and professionally. You'll play a key role in driving service excellence, improving customer outcomes and using performance data and customer feedback to continuously enhance the service we provide.

We're looking for someone with experience leading, coaching or supervising a customer service team, ideally within a housing, social housing, contact centre or similarly customer-focused environment. You'll be an excellent communicator with a passion for delivering great customer service, developing people and driving performance. You'll be confident managing complex enquiries and complaints, using data to identify opportunities for improvement and building positive relationships with colleagues and customers alike. Most importantly, you'll share our commitment to putting customers at the heart of everything we do.

Our customer service team is the first point of contact for many of our customers and plays a vital role in delivering reliable, high-quality services across Beyond Housing. The team is dedicated to providing responsive, accessible and customer-focused support, helping customers access the services they need while ensuring every interaction is handled with empathy, professionalism and care. Working closely with colleagues across the organisation, the team continually looks for ways to improve services and enhance the customer experience.

Rachel Bradwell is our Customer Service Manager, so if you fancy an informal chat about the role, why not give them a call on 07974 891400.

Closing date for applications is Tuesday 6 October 2026, applications will be reviewed throughout the duration of the advert and we may close it early should enough applications be received. We are not working with recruitment agencies on this vacancy.

Who is Beyond Housing?

Our story began in 2018 and we’d like you to be part of our future. With over 15,000 homes, 30,000 customers and 750 colleagues, we're changing lives every day. Our mission is simple; to provide homes customers want, services they value, delivered by people who care. We want to help our customers and communities to succeed and thrive. Considerate, collaborative, ambitious and accountable – that’s just our way of life.

Our offices are more than just the space we work in. We encourage inspiration, creativity and productivity in a relaxed and comfortable environment. We’re looking for people who are travelling in the same direction when it comes to the way we work, live our values and deliver our services. Our reward and recognition offer is pretty impressive too!

We have ambitious plans for further growth and impact, and we need the right people to take this leap with us. It may be challenging at times, but you can be assured that it is going to be rewarding and inspiring. After all, we are changing lives, every day, in all that we do.

Our values and extremely important to us and we want all our colleagues to really live our values every day, we are looking for candidates who show they have the skills to do the role and are aligned with our values.

At Beyond Housing, we are committed to ensuring that all applicants are treated fairly throughout our recruitment and selection processes and are not discriminated against on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

Why choose us?

The team here at Beyond Housing genuinely cares about the work we do to transform the lives of our customers. We think this is a pretty big reason to love your career at Beyond Housing, and that’s why our benefits package shows Beyond Housing genuinely cares about its teams too.

Here are some details of our employment package:

• Agile working – to give you that positive work-life balance. This enables you to work up to two days from home (if your role is suitable for that) after you have settled in and learned the ropes
• Generous holiday entitlement (up to 39 days including bank holidays after 5 years’ service) with the ability to purchase more if you wish
• Impressive salaries that match the market rate, with a commitment to an annual cost of living rise
• Commitment to paying the Real Living Wage as defined by the Living Wage Foundation
• Competitive pension scheme with generous employer contributions, to help you plan financially for your retirement
• Life assurance to look after your loved ones should the worst happen to you, and generous time off for bereavement if the worst happens to your loved ones
• Health cash plan, to claim back basic medical expenses such as optical, dental, and complementary therapies, along with free flu jabs to keep you tip-top
• A much-needed caffeine boost with free tea and coffee (and cordial for when you’re feeling parched)
• Recognition schemes such as weekly ‘Cheers For Peers’, ‘Star of the Quarter’ and our prestigious annual Star Awards event
• Long service awards every 5 years
• Cycle to work scheme and cycle parking (if you’ve got the legs for it)
• Cashback and discounts scheme covering a range of well-known retailers and leisure providers to help your money go further
• Salary sacrifice electric vehicle lease scheme to support cost effective green travel