Hybrid Customer Service Centre Team Leader

Golearnleicestershire

East Midlands

Hybrid

GBP 38,000 - 40,000

Full time

4 days ago

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Benefits offered by this job

Hybrid working

Generous pension scheme

Generous leave entitlement

Job summary

Nottingham City Council Housing Services is seeking a Customer Service Centre Team Leader to guide a team delivering housing management, repairs and maintenance support. The role includes a 24/7 contact operation and a hybrid working pattern, with a base at Loxley House and occasional travel to other Nottingham offices.

You will lead, coach and develop staff, manage performance, plan resources and drive service improvements to achieve excellent customer outcomes.

Qualifications

Management experience in a fast-moving, pressurised, customer-facing environment.
Proven ability to lead, motivate and develop staff to meet targets.
Strong customer focus and problem-solving ability.
Excellent interpersonal and communication skills at all levels.
Ability to plan and deliver under pressure and changing priorities.
Experience delivering a high-quality customer service in a contact-centre setting.

Responsibilities

Lead a team of Customer Service Advisors to deliver responsive, professional service across housing management, repairs and maintenance.
Manage 24/7 customer contact operations and ensure service standards are met.
Support operational planning, workforce scheduling and service-improvement initiatives.
Collaborate with internal teams and partners to resolve complex enquiries and ensure regulatory compliance.