Customer Services Team Leader

IRIS Recruitment; Manchester; On-site; GBP 38,000; Full time

Job summary

A leading recruitment agency in Manchester is seeking an experienced Customer Services Team Leader. The role involves managing the Customer Services Team to deliver high-quality service, overseeing repairs and housing applications, and promoting tenant engagement. Candidates should have proven experience in a senior customer service role and a passion for excellence in service delivery.

Qualifications

• Experience in managing responsive repairs within the housing sector.

Responsibilities

• Manage and support the Customer Services Team, promoting high standards of service delivery.
• Oversee the delivery of a responsive repairs and maintenance service.
• Manage the end-to-end process of housing applications.
• Resolve tenant enquiries at the first point of contact.
• Promote tenant involvement opportunities.
• Ensure compliance with Equality, Diversity and Inclusion and Health & Safety policies.
• Act as an emergency contact for out-of-hours situations.
• Build and maintain positive working relationships.

Skills

Proven experience in a senior customer service role

Strong IT skills

Ability to manage and coordinate a team

Proactive and solution-focused approach

Passion for delivering excellent customer service

Job description

Customer Services Team Leader

Manchester

£37,307

We are seeking an experienced and motivated Customer Services Team Leader to champion our Customer Service Charter and ensure the delivery of a high-quality, professional reception and telephone service for both internal and external customers.

In this key role, you will lead, supervise, and support the Customer Services Team within the Tenant Services department, fostering a culture of excellence and continuous improvement. You will be responsible for ensuring the team consistently delivers outstanding service, while identifying opportunities to enhance our approach every day.

Key Responsibilities

• Team Leadership: Manage and support the Customer Services Team, promoting high standards of service delivery and professional development.
• Repairs & Maintenance: Oversee the delivery of a responsive repairs and maintenance service. Ensure accurate diagnosis and recording of repair requests, gather essential information, and instruct approved contractors in line with agreed response times and financial regulations.
• Housing Applications: Manage the end-to-end process of housing applications, from initial enquiry to placement on the waiting list. Conduct applicant interviews in line with our policies, ensuring fairness, transparency, and consistency.
• Customer Enquiries: Strive to resolve tenant enquiries at the first point of contact wherever possible, ensuring a seamless and positive customer experience.
• Tenant Engagement: Work closely with the Tenant Engagement Officer to promote involvement opportunities and support the delivery of customer service initiatives.
• Equality & Safety: Uphold the Association’s Equality, Diversity and Inclusion Strategy and ensure compliance with Health & Safety policies, maintaining a safe and respectful working environment.
• Emergency Contact: Act as an emergency contact for out-of-hours situations when required.
• Collaboration: Build and maintain positive working relationships with tenants, colleagues, and management.

We’re looking for someone with:

• Proven experience working with the public in a senior customer service role, either face-to-face or over the phone.
• Strong IT skills and the ability to manage and coordinate a team effectively.
• Experience in managing responsive repairs within the housing sector
• A proactive, solution-focused approach and a passion for delivering excellent customer service.

If you’re ready to make a real difference and lead a team that puts tenants at the heart of everything we do, we’d love to hear from you.

Apply now and help shape the future of our customer service delivery.