Customer Service Team Leader

Raven Housing Trust; Redhill; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Flexible working

Strong learning and development focus

Enhanced parental pay

Health cash plan

Recognition scheme

Job summary

Raven Housing Trust is seeking a Customer Service Team Leader in Redhill to help enhance service quality and customer experience.

This role involves coaching the team, managing performance, and ensuring complaints are handled effectively. You will support your colleagues with tools and knowledge while driving continuous improvement in customer service.

Join us to make a real difference and contribute to our commitment to creating safe and healthy homes.

Qualifications

• Proven experience in a Call centre with relevant Phone/IT Systems.
• Experience in complaint handling and resolution.
• Understanding of customer experience and first contact resolution.
• Understanding of GDPR and role-related data protection.
• Experience in leading and motivating teams in customer service.
• Ability to handle sensitive situations with vulnerable customers.
• Ability to interpret data to improve services.
• Knowledge of Housing Legislation and regulatory frameworks.

Responsibilities

• Motivate, coach, and develop team members for excellent customer service.
• Resolve customer enquiries promptly and manage escalated complaints.
• Allocate and manage resources to meet service standards.
• Support vulnerable customers with empathy and professionalism.
• Lead team projects and change initiatives.
• Ensure accurate CRM, telephony, and digital systems usage.

Skills

Call centre experience

Complaint handling

Customer experience principles

GDPR understanding

Team leadership

Negotiation skills

Data application

Housing legislation knowledge

Tools

Microsoft 365

Job description

Working hours: Full time - 37 hours per week

Schedule type: Hybrid working – 6 months office based (whist training) / After expected office days 2-3 days per week, however this is dependent on business needs

The Role

Are you ready to make a real difference in people’s lives while building a rewarding career? At Raven Housing Trust, we’re passionate about creating safe, healthy homes for our residents—and we’re looking for someone who shares that commitment.

As a Customer Service Team Leader, you’ll join a forward-thinking customer service team tackling some of the most important challenges in housing today. This is your chance to play a key role in improving living conditions and shaping services that truly matter.

This is more than a job—it’s an opportunity to be part of a team that values innovation, collaboration, and customer focus. At Raven, we empower our people to lead with purpose. You’ll join an organisation that values belonging, ownership, and collaboration—where your voice matters and your impact is felt across our communities. We’re proud of our inclusive, supportive culture and our commitment to professional development.

What you'll be doing?

In this role, you’ll play a crucial part in ensuring our teams have the tools, knowledge, and processes they need to deliver a high-quality service. You will:

• Motivate, coach, and develop team members to deliver excellent customer service. Whilst monitoring and managing performance, providing clear feedback and support.
• Ensure customer enquiries are resolved promptly with high-quality responses and step in to provide support for any escalated or complex complaints.
• Allocate and manage resources to meet service levels / priorities and monitor call volumes, opening hours, and staffing to maintain service standards.
• Balance empathy and professionalism when supporting vulnerable customers. Use management information to identify trends, risks, to improve the customer experience and increase satisfaction.
• Lead the team through projects and organisational change (e.g., tiered call centre transition, Better Connected).
• Ensure consistent and accurate use of CRM, telephony, and digital systems. Whilst maintaining accurate customer records and support effective reporting.

What we’re looking for?

We’re looking for someone with:

• Proven experience of working in a Call centre and with relevant Phone / IT Systems including Microsoft 365.
• Experience of successful complaint handling and resolution processes.
• Principles of customer experience and first contact resolution.
• Understanding of how GDPR and protecting customer data relates to role.
• Proven experience of leading and motivating a team in a contact centre and/or customer service environment.
• Ability to negotiate and handle sensitive situations with vulnerable customers.
• Ability to understand data and apply it to improving services.
• An understanding of Housing Legislation and regulatory framework, rent processes, repairs knowledge, safeguarding and housing ombudsman code of practice.

Why join Raven?

At Raven, we’re more than just a housing association — we’re a community-focused organisation committed to creating positive change. You’ll be joining a supportive, forward-thinking team where your ideas and expertise will genuinely make a difference. You will also share our values: earning trust by being open and accountable, listening with an open mind, working collaboratively, and caring about making things better.

What Raven will offer in return:

To create a great experience for our customers, we need to create a great experience for one another. What Raven offers goes beyond the ordinary, giving you the opportunity to join a community of people who share the same values and are passionate about making a difference.

Our reward package includes:

• Fantastic work/life balance with flexible working and generous leave entitlement
• Strong focus on learning and development, with opportunities to grow your skills and career
• Enhanced maternity, paternity, and adoption pay
• Funded health cash plan
• Voucher-based recognition scheme

Raven are focused on creating a diverse and inclusive workplace. We encourage applications form all candidates, including minority ethnics, the LBGTQ+ community, people with disabilities and long-term health conditions, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.

Further information:

As a Disability Confident Committed employer, we run a guaranteed interview scheme for disabled applicants. If you meet the essential criteria listed in the job description for this position and would like to be considered under this scheme, please state this in your application.

All data collected is anonymous and has zero bearing on your application. If there is anything we can do to accommodate your specific situation, please let the recruitment team know.