Out of Hours Customer Service Team Leader

Platform Housing Group; Birmingham; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading housing association in Birmingham is seeking an Out of Hours Customer Service Team Leader for a fixed-term contract. This role involves managing a remote team during night shifts, ensuring exceptional service during emergencies. Suitable candidates will possess strong customer service and leadership skills with the ability to remain calm under pressure.

Benefits

Full training and ongoing support

Access to accredited development

Qualifications

• Strong customer service experience, ideally from a call centre or emergency response background.
• Confident working independently and quick to make decisions in challenging situations.
• 5+ years in a contact centre or emergency service environment is highly desirable.

Responsibilities

• Lead a small team remotely during night shifts, handling emergency calls.
• Triage incidents, manage escalations, and coach your team.
• Ensure quality customer experiences and keep the team motivated.

Skills

Customer Service

Leadership

Decision Making

Calm Under Pressure

Empathy

Job description

Social network you want to login/join with:

Out of Hours Customer Service Team Leader, Birmingham

Client:

Platform Housing Group

Location:

Birmingham, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

Job Reference:

3597c5400586

Job Views:

6

Posted:

14.07.2025

Expiry Date:

28.08.2025

Job Description:

Platform Housing Group is a not-for-profit organisation that reinvests profits into building more homes and engaging with communities.

We’re looking for a dedicated and resilient Customer Services Team Leader to join our Out-of-Hours team on a fixed-term basis (up to 12 months).

We’re Platform Housing Group – a customer-first housing association committed to delivering exceptional service 24/7. Our Out-of-Hours Contact Centre is a vital emergency service, handling urgent housing-related issues when others are offline. We’re proud of the impact we make – and now we’re looking for a confident, compassionate, and capable leader to join our night team.

You’ll lead a small team remotely during night shifts (4-on, 4-off, 8PM–8AM), handling emergency calls such as floods, fires, or urgent repairs. As the key decision-maker on shift, you’ll triage incidents, manage escalations, coach your team, keep team motivated and ensure quality customer experiences.

Please note this is a Fixed Term Contract for up to 12 months, fully remote once 2-week induction has been completed. The induction will be at our site in Birmingham Business Park and during business hours.

About You

You’ll have strong customer service experience, ideally from a call centre, housing, or emergency response background. You’re confident working independently, calm under pressure, and quick to make decisions in challenging situations. Leadership experience is highly desirable, particularly in remote or night-shift environments.

What matters most is your ability to support others, stay composed during emergencies, and lead a team with empathy and professionalism. In return, you’ll receive full training, ongoing support, and access to accredited development.

To join our team, you’ll also be;

• Self-sufficient and decisive – able to lead confidently during quiet hours
• Empathetic and resilient – able to support customers in distress
• Motivational – keeping a small, remote team engaged and supported
• Experienced – ideally with 5+ years in a contact centre or emergency service environment