Customer Services Team Leader

National House Building Council; Milton Keynes; On-site; GBP 39,000 - 43,000; Full time

Job summary

A leading company in the housing sector seeks a Customer Service Team Leader to manage and motivate teams, ensuring exceptional service delivery across all customer interactions. This role involves overseeing operations, coaching staff, and managing customer inquiries effectively.

Benefits

27 days annual leave plus bank holidays

Enhanced pension scheme

Life assurance

Subsidized private medical insurance

Employee discounts platform

Enhanced parental leave and pay

Qualifications

• Experience managing Omni Channel work streams.
• Proven track record of exceeding SLA’s and KPI’s.
• Experience in a busy operational support environment.

Responsibilities

• Manage teams handling inbound/outbound calls and tasks.
• Provide guidance, coaching, and training within the department.
• Handle complex queries and customer inquiries.

Skills

Data handling

Multitasking

Adaptability

Prioritization

Job description

Salary:

£39,000.00 - £43,000.00 (depending on experience) + 10% performance bonus

Employment type:

Full-time, up to 24 months FTC

Job summary:

Lead, develop, engage, and motivate the Customer Service teams to exceed performance targets and deliver effective, customer-focused service across all customer journey aspects. Provide excellent Customer Service to builders, conveyancers, homeowners, and all touchpoints related to NHBC interactions.

The Customer Service Team Leader will advise and lead Assistant Team Leaders and agents handling queries, processing work items, and assisting internal and external customers via telephone, email, and online systems. They will handle complex queries, customer inquiries, escalations, and be the main contact for complaints.

What you’ll be doing

• Managing teams handling inbound/outbound calls, work queues, and tasks, supporting quality standards for processes involving builders, homeowners, and conveyancers, ensuring operational targets are met.
• Participating in projects affecting systems and processes across the business.
• Providing guidance, coaching, quality monitoring, and training within the department and wider NHBC.
• Reviewing and approving invoices and credits within authorization limits.
• Managing risks within Customer Services, including reporting breaches and implementing remedial actions.
• Auditing, reporting, workload management, and supporting the management team through change and cross-team collaboration.
• Delivering legislative requirements across teams.
• Supporting the inclusion of Vulnerable Customers and Consumer Duty principles in all activities.

What we’re looking for

• Experience managing Omni Channel work streams across disciplines.
• Proven track record of exceeding SLA’s and KPI’s.
• Experience in a busy operational support environment.
• Strong data handling skills.
• Ability to prioritize, manage workload, and take ownership of tasks.
• Adaptability, flexibility, and multitasking skills.
• Experience working with B2B customers.

What we offer

Our benefits package includes:

• 27 days annual leave plus bank holidays
• Enhanced pension scheme (up to 10.5%)
• Life assurance
• Subsidized private medical insurance
• Employee discounts platform
• Enhanced parental leave and pay

Who we are

At NHBC, we pride ourselves on being unique. As the market leader, we provide a wide range of services in our sector, recognized for new home warranties and insurance. Our core purpose is to raise house-building standards and protect homeowners.

Why you should join us

We are a modern, family-friendly employer experiencing rapid growth, embracing technology, data, and innovative working methods. We offer opportunities for personal and career development, thorough training, and professional qualifications. We support flexible working arrangements and aim to foster an inclusive culture where everyone feels valued and respected.

Why NHBC

Work for the UK’s leading independent provider of warranty and insurance for new-built homes. We offer various roles across the UK, including field and home-based positions, welcoming both experienced professionals and newcomers.

Additional benefits

We offer a performance-based bonus, extra holiday purchase options, enhanced leave and pay, competitive salaries, and a commitment to diversity, equity, and inclusion.

If you're interested but haven't found a suitable role, please upload your CV. We will contact you if a position becomes available and keep your details on file for 18 months. Check our careers page regularly for new opportunities.

NHBC engages with preferred recruiters or agencies only through signed agreements. Unsolicited applications from other recruiters or agencies will not be considered or compensated.