Hybrid Customer Service Team Lead – Norwich

Broadland Housing Association Ltd; Norwich; Hybrid; GBP 36,000 - 39,000; Full time

Benefits offered by this job

Enhanced annual leave

Pension scheme

Employee Assistance Programme

Health Cash Plan

Utilities allowance

Training opportunities

Job summary

Broadland Housing Association is hiring a Customer Service Team Leader to drive and develop the Customer Service Team, delivering an efficient, high-quality service to residents and stakeholders. The role combines leadership with hands-on service improvements in a hybrid Norwich-based setup.

The successful candidate will coach the team, champion excellence, analyse performance and work closely with other teams to ensure a seamless customer experience.

Qualifications

• Experience in Customer Service and team leadership.
• Ability to coach and develop staff.
• Proficiency with Microsoft packages and scheduling systems.
• Customer focused with a positive can-do attitude.

Responsibilities

• Line management of the Customer Service Team; coaching to deliver a customer focussed service.
• Champion customer excellence and drive improvements in satisfaction.
• Collect and analyse performance information relating to customer service.
• Collaborate with internal and external teams to ensure a seamless experience.

Skills

Customer service

Team leadership

IT proficiency

Scheduling systems

Tools

Microsoft Office

Job description

Broadland Housing Association is hiring a Customer Service Team Leader to drive and develop the Customer Service Team, delivering an efficient, high-quality service to residents and stakeholders. The role combines leadership with hands-on service improvements in a hybrid Norwich-based setup.

The successful candidate will coach the team, champion excellence, analyse performance and work closely with other teams to ensure a seamless customer experience.