Senior Customer Service Lead – Housing

Chime Housing; Watford; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

28 days annual leave

Employer pension contribution up to 11

Job summary

Chime Housing in Watford is seeking a Senior Customer Service Officer to support the Customer Services team. You will deliver excellent service across channels and act as a senior escalation point for complex enquiries, guiding Officers and driving improvements.

The role involves line management, coaching, handling multi-channel enquiries (phone, email, webchat, WhatsApp, social media, in person), and ensuring data protection compliance while maintaining accurate records.

Qualifications

• Experience delivering high-quality customer service and ownership of enquiries through to resolution.
• Experience of line management, coaching or supporting the development and performance of others.
• Excellent communication, influencing and problem-solving skills.
• Experience working in a busy customer service or contact centre environment.
• Knowledge of housing, repairs and maintenance services, tenancy management or related customer-focused services.
• Confidence using CRM systems, Microsoft Office and customer management technologies.
• Ability to manage competing priorities and build positive working relationships across teams.
• Understanding of data protection, equality and diversity, and customer confidentiality.

Responsibilities

• Act as a senior escalation point for complex or unresolved customer enquiries, ensuring positive outcomes for customers.
• Line manage, coach and develop Customer Service Officers, supporting performance, learning and development.
• Handle customer enquiries across multiple channels, including telephone, email, webchat, WhatsApp, social media and face-to-face services.
• Support complaint investigations and identify opportunities for service improvement and organisational learning.
• Assist with monitoring team performance, workloads, rotas and service standards to ensure excellent customer service delivery.
• Work collaboratively with colleagues, contractors and external partners to resolve customer issues effectively.
• Maintain accurate customer records and ensure compliance with data protection requirements.
• Deputise for the Customer Services Team Leader when required.

Skills

Customer Service

Line Management

CRM Systems

Data Protection

Communication

Problem Solving

Education

GCSE English and Maths

Level 2 Customer Service

Tools

Microsoft Office

CRM software

Job description

Chime Housing in Watford is seeking a Senior Customer Service Officer to support the Customer Services team. You will deliver excellent service across channels and act as a senior escalation point for complex enquiries, guiding Officers and driving improvements.

The role involves line management, coaching, handling multi-channel enquiries (phone, email, webchat, WhatsApp, social media, in person), and ensuring data protection compliance while maintaining accurate records.