Customer Services Team Leader

Blue Octopus Recruitment Limited; Greater London; Hybrid; GBP 31,000 - 37,000; Full time

Job summary

A leading UK housing provider is seeking a Customer Services Team Leader to enhance their customer service operations. You will lead a team of Customer Service Officers to ensure high-quality, multi-channel support, and manage escalated inquiries effectively. Ideal candidates will have proven leadership experience, strong communication skills, and a customer-centric approach. This position also offers an excellent benefits package, including a pension scheme and opportunities for personal development.

Benefits

Excellent pension scheme

Generous holiday allowance

Life assurance

Flexible benefits platform

Support for career development

Hybrid working options

Qualifications

• Proven experience leading or supervising a customer service or contact centre team.
• Strong communication, coaching and people-management skills.
• Ability to analyse performance data and handle escalated customer issues.

Responsibilities

• Lead and motivate a team of Customer Service Officers.
• Manage and resolve escalated customer enquiries.
• Monitor team performance against KPIs for service improvement.

Skills

Leading customer service teams

Strong communication skills

Coaching and people management

Customer-focused mindset

Job description

Customer Services Team Leader

London Bridge

£37,000

Hyde is looking for a Customer Services Team Leader to join our collaborative and values-driven team. This is a fantastic opportunity to grow your career in a supportive environment that champions employee wellbeing, continuous learning, and long-term development.

As a Customer Services Team Leader at Hyde, you will lead and develop a team of Customer Service Officers to deliver an excellent, multi‑channel frontline service. You’ll play a key role in ensuring customer enquiries are resolved efficiently, service standards are consistently met, and customer satisfaction remains at the heart of everything we do.

Key Duties

• Lead, motivate and develop a team of Customer Service Officers to deliver a responsive, high-quality customer service across telephone, email, web and written correspondence
• Proactively manage and resolve escalated customer enquiries, ensuring timely outcomes and high levels of resident satisfaction
• Monitor team performance against KPIs, using real‑time and historical data to drive continuous service improvement
• Support effective use of CRM systems and performance reporting to ensure accurate records and insight‑led decision making
• Coach, support and performance‑manage team members through regular one‑to‑ones, quality monitoring, and development planning

Why Join Hyde?

Hyde is part of the Hyde Group, one of the UK’s leading housing providers, managing and owning around 120,000 homes nationwide. We’re committed to building safe, sustainable communities where people can thrive. With a strong social purpose, long‑term investment plans, and a focus on innovation, Hyde is a place where you can grow your career while making a real difference.

Requirements

• Proven experience leading or supervising a customer service or contact centre team
• Strong communication, coaching and people‑management skills
• A proactive, customer‑focused mindset with a passion for service excellence
• The ability to analyse performance data, manage priorities, and confidently handle escalated or complex customer issues

The Benefits of Joining Hyde

• Excellent pension scheme
• Generous holiday allowance
• Life assurance
• Award‑winning flexible benefits platform
• Support for learning and career development
• Hybrid working options available
• Diversity, Inclusion & Accessibility initiatives

Equity, diversity, and inclusion are at the heart of who we are at Hyde. We’re committed to creating a workplace where everyone feels respected, valued, and able to be their authentic selves. By embracing different perspectives, backgrounds, and experiences, we unlock innovation and reflect the diverse communities we serve. At Hyde, inclusivity isn’t a one‑off initiative — it’s embedded in our culture and central to how we work every day.

As a Disability Confident Employer, we’re committed to providing reasonable adjustments throughout the recruitment process and beyond.

We reserve the right to close this advert early if a suitable candidate is identified.