Senior Customer Service Lead — Multi-Channel & Hybrid

Chime Housing; Waterford; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

28 days' annual leave (pro rata)

Employer pension contribution of up to

Development opportunities

Comprehensive employee rewards scheme

Job summary

Chime Housing is seeking a Senior Customer Service Officer to lead in delivering high-quality customer support across all contact channels. You will provide day-to-day guidance, handle complex enquiries, and drive service improvements while coaching Customer Service Officers.

You will work closely with colleagues to resolve issues, maintain accurate records, and ensure data protection compliance. The role supports flexible, agile working patterns within the Customer Services team.

Qualifications

• Experience delivering high-quality customer service and taking ownership of customer 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 within 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.
• GCSE English and Maths (Grade C/4 or above) or equivalent.

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

Communication

CRM systems

Microsoft Office

Data protection

Problem solving

Multi-channel support

Education

GCSE English & Maths

Level 2 Customer Service

Tools

CRM software

Microsoft Office

Job description

Chime Housing is seeking a Senior Customer Service Officer to lead in delivering high-quality customer support across all contact channels. You will provide day-to-day guidance, handle complex enquiries, and drive service improvements while coaching Customer Service Officers.

You will work closely with colleagues to resolve issues, maintain accurate records, and ensure data protection compliance. The role supports flexible, agile working patterns within the Customer Services team.