Customer Service Team Leader

The Wrekin Housing Group Limited; Telford; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Induction programme

25 days holiday

Contributory pension

Employee Healthcare Portal

Eye care vouchers

Cycle to work scheme

Job summary

The Wrekin Housing Group Limited is seeking an experienced Customer Service Team Leader to lead a team of Customer Resolution Officers and Receptionists, delivering outstanding service at every interaction. You will coach and develop colleagues, oversee Same Day Repairs, resolve enquiries and complaints promptly, and monitor KPIs to drive continuous improvement across channels.

This permanent, 36-hour per week role is based in Telford with travel to our Stafford Contact Centre required; a

Qualifications

• Experience in a customer service environment or contact centre.
• Experience leading or coaching a team.
• Ability to thrive in a fast-paced environment and make effective decisions.
• Excellent communication and relationship-building skills.
• Strong organisational skills to prioritise workloads and meet deadlines.
• Commitment to delivering outstanding customer experiences and continuous service improvement.

Responsibilities

• Lead and motivate a team of Customer Resolution Officers and Receptionists to deliver high-quality customer service at the first point of contact.
• Oversee the delivery of the Same Day Repairs Service, ensuring resources are used efficiently to maximise satisfaction.
• Drive continuous improvement through the Quality Framework and coaching of team members.
• Ensure customer communications are responded to effectively across telephone, email, live chat and social media.
• Manage customer complaints in line with the Complaint Handling Code and identify opportunities for service improvement.
• Monitor service performance against KPIs and foster a culture of high performance.
• Identify service failures and implement effective solutions to improve the customer experience.

Skills

Leadership

Customer service

Communication

Decision making

Job description

The following content displays a map of the jobs location - Telford

Location: Telford – travel to our Stafford Contact Centre will be required

Hours:36 hours per week. The contact centre operates between 08:00 and 20:00, seven days a week

Contract:Permanent

Lead a team that puts customers first

We're looking for an experienced and passionate Customer Service Team Leader to join our team. This is an exciting opportunity to lead a high-performing customer service function, ensuring customers receive an exceptional experience at every interaction.

In this role, you'll be responsible for managing a team of Customer Resolution Officers and Receptionists, driving service excellence, coaching and developing colleagues, and ensuring customer enquiries and complaints are resolved efficiently and effectively.

What You'll be doing

Asa Customer Service Team Leader, you will:

• Leadand motivate a team of Customer Resolution Officers and Receptionists to deliver high-quality customer service at the first point of contact.
• Overseethe delivery of the Same Day Repairs Service, ensuring resources are effectively utilised to maximise customer satisfaction.
• Drivecontinuous improvement through the Quality Framework, supporting the development and coaching of team members to achieve service excellence.
• Ensurecustomer communications are responded to effectively within agreed service standards across telephone, email, live chat and social media channels.
• Managecustomer complaints in line with the Complaint Handling Code, ensuring timely and effective resolution while identifying opportunities for service improvement.
• Monitorservice performance against key performance indicators (KPIs), embedding a strong performance culture and delivering positive customer outcomes.
• Identifyservice failures and work collaboratively with colleagues to implement effective solutions and improve the customer experience.

What we're looking for

You’ll be someone who is passionate about customer service and enjoys developing and leading others. You’ll also have:

• Experience working within a customer service environment or contact centre.
• Previous experience leading, coaching or supporting a team.
• The ability to thrive in a fast-paced environment and make effective decisions.
• Excellent communication and relationship-building skills.
• Strong organisational skills with the ability to prioritise workloads and meet deadlines.
• A positive, solution-focused approach to problem-solving.
• A commitment to delivering outstanding customer experiences and continuous service improvement.

We can offer you

• A comprehensive induction programme with excellent learning opportunities; with mandatory and specialist training available.
• We can offer 25 days holiday (increasing with each year of service, up to a maximum of 30 days).
• We also offer the option to join our contributory pension scheme.
• access to a dedicated Employee Healthcare Portal
• eye care vouchers
• a cycle to work scheme.

Please see our HPG Benefits page for more information.

About Us

We’re one of the West Midlands’ largest housing and care providers, with over 33,000 homes and a bold vision for the future. We create places people are proud to call home.

The way we work is shaped by three simple behaviours:

• Own it – make it happen
• Improve it - move things forward.
• Live it – show understanding and compassion

We’re building something special and need talented people to help lead the way. There’s never been a better time to join us and make a real difference.

Our Inclusive Culture:

The Housing Plus Group is an inclusive employer committed to supporting all employees. We know that people perform better when they can be themselves, so creating a culture which is inclusiveisn’t only the right thing to do, but is crucial to the success of any organisation. All of our employee networks make a positive contribution to how we are able to supportall of our staff and includes networks such as our LGBTQ+ employee group, disability positive, heritage and culture and our allies’ network.