Customer Service Team Leader

Wrekin Housing Group; Telford; On-site; GBP 34,000 - 45,000; Full time

Benefits offered by this job

Induction programme

25 days annual leave

contributory pension scheme

Eye care vouchers

Cycle to work scheme

Job summary

Wrekin Housing Group in Telford is seeking an experienced Customer Service Team Leader to guide a team of Customer Resolution Officers and Receptionists. You will drive service excellence, coach colleagues, and ensure enquiries and complaints are resolved efficiently across multi-channel communications.

The role requires leadership in a fast-paced environment with a focus on delivering outstanding customer experiences and continuous improvement.

Qualifications

• Experience leading a customer service team or contact centre.
• Proven ability to coach and develop colleagues.
• Strong communication and relationship-building skills.
• Ability to prioritise workloads and meet deadlines.

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 effectively utilised to maximise customer satisfaction.
• Drive continuous improvement through the Quality Framework, supporting development and coaching of team members.
• Ensure customer communications are responded to effectively within service standards across phone, email, live chat and social channels.
• Manage customer complaints per the Complaint Handling Code with timely resolution and service improvements.
• Monitor service performance against KPIs and embed a strong performance culture.
• Identify service failures and implement solutions to improve the customer experience.

Skills

Customer service leadership

Team coaching

Decision making

Communication

Relationship building

Organisational skills

Tools

CRM software

Job description

Job Title: Customer Service Team Leader Salary: £39,497.67 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

• 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 effectively utilised to maximise customer satisfaction.
• Drive continuous improvement through the Quality Framework, supporting the development and coaching of team members to achieve service excellence.
• Ensure customer communications are responded to effectively within agreed service standards across telephone, email, live chat and social media channels.
• Manage customer complaints in line with the Complaint Handling Code, ensuring timely and effective resolution while identifying opportunities for service improvement.
• Monitor service performance against key performance indicators (KPIs), embedding a strong performance culture and delivering positive customer outcomes.
• Identify service 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 and a cycle to work scheme.

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 happenImprove it - move things forward.Live it – show understanding and compassionWe’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 inclusive isn’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 support all of our staff and includes networks such as our LGBTQ+ employee group, disability positive, heritage and culture and our allies’ network.

We are committed to carrying out safeguarding checks with all our colleagues. These checks may vary according to the role you have applied for, please refer to the job description for this role for details.

Closing date: 20th September 2026 Interview date: 23rd September 2026