Customer Service Team Leader (Repairs and Liaison)

Community Gateway Association; Preston; On-site; GBP 28,000 - 33,000; Full time

Job summary

Community Gateway Association is seeking a Customer Service Team Leader to lead and enhance the customer service experience. The role involves managing a team responsible for repairs and liaising with tenants to ensure high standards of service. Candidates should have strong leadership skills and a background in customer service. The position offers a competitive salary and generous benefits, including holiday allowances and health plans.

Benefits

Generous holiday allowance

Company-paid health cash plan

Free parking

Free breakfasts

Reward and recognition scheme

Qualifications

• Experience in a team leader role.
• Significant customer service experience.
• Excellent coaching and management skills.

Responsibilities

• Manage a team of Repairs Advisors and Customer Liaison officers.
• Conduct regular performance reviews and coaching sessions.
• Assist in investigating complaints and preparing responses.

Skills

People management

Coaching

Customer service

Complaint resolution

Performance management

Job description

Customer Service Team Leader (Repairs and Liaison)

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Customer Service Team Leader (Repairs and Liaison)

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Job Description

Customer Service Team Leader (Repairs and Liaison)

Up to £33,000 per annum

37 hours per week, based at our gorgeous dock-side offices in Preston

What will you be doing in this role?

The Customer Service Team Leader will manage a team of Repairs Advisors and Customer Liaison officers who are a crucial link between our tenants and the teams delivering our repair and improvement works. You will be responsible for the day-to-day management of your team, carrying out regular 1:1s and performance reviews. You will coach and support your team to ensure a high standard of customer service is provided. You will also assist the Customer Services Manager to investigate complaints, identify and action learning opportunities and prepare written responses to tenants.

Job Description

Customer Service Team Leader (Repairs and Liaison)

Up to £33,000 per annum

37 hours per week, based at our gorgeous dock-side offices in Preston

What will you be doing in this role?

The Customer Service Team Leader will manage a team of Repairs Advisors and Customer Liaison officers who are a crucial link between our tenants and the teams delivering our repair and improvement works. You will be responsible for the day-to-day management of your team, carrying out regular 1:1s and performance reviews. You will coach and support your team to ensure a high standard of customer service is provided. You will also assist the Customer Services Manager to investigate complaints, identify and action learning opportunities and prepare written responses to tenants.

Why are you the best person for us?

It Is Essential You Have

• Experience of working in a team leader role
• Significant experience of working in a customer service role
• Excellent people management and coaching skills
• Ability to understand customer requirements and deliver excellent service
• Experience of progressing complaints to a successful resolution
  
  

It Would Be Great If You Also Had

• Experience of agreeing, setting and monitoring performance targets
• Experience of working within the social housing sector
  
  

An important bit!

Inclusion is key for us. We would love to hear from people from diverse backgrounds for this role, and second languages come in handy.

Why work with Community Gateway?

Our team are what makes us who we are. We aim for a great employee experience and that includes a range of benefits, including a generous holiday allowance beginning at 26 days plus bank holidays and including your birthday off and Christmas closure. We also offer free parking, free breakfasts, a company-paid health cash plan, reward and recognition scheme and much more.

A Bit More About Us

Community Gateway own and manage around 7000 homes across the city of Preston, but we are so much more than just a landlord. We aim to offer great customer service, providing safe, well-maintained and affordable homes, and making a positive difference to the communities in which we work. We make sure that we manage our business to the highest of standards and are working to create a sustainable future.

And finally, we want to be a great place to work….so if you think you have the skills, experience and can live our values, then we want to hear from you..

If you haven't done so already, check out the candidate pack on our website for more about us and top tips for your application.

Dates For Your Diary

The closing date for this role is Sunday 8th June 2025 at midnight with interviews held on Thursday 12th June 2025.

We reserve the right to close this vacancy early so you are encouraged to apply as soon as possible.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Non-profit Organization Management

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