Job Details:
Customer Services Team Leader

Job Description

Our newly created Tenant Services Team is seeking a forward thinking, confident, customer driven individual who can lead our frontline Customer Service Team. You must be committed to promoting equality, diversity and inclusion. You must ensure the highest level of Customer Service is maintained from your team.

You will work alongside other senior colleagues to ensure a ‘one team’ approach to provide a seamless and consistent service. You will train and mentor your team so that they are equipped to manage their work.

You will look at ways to innovate and review your teams’ service and the customer service experience and be able to provide performance information and report progress to the Head of Tenant Services.

You will communicate effectively with colleagues, contractors and customers ensuring a professional service which reflects our values.

You will oversee our responsive repairs service and look for ways to improve our repairs diagnostic capabilities taking into account customer feedback.

You will have:

• Customer service or call centre experience
• Team leadership experience / experience of managing or supervising a team
• Excellent communications, influencing, and negotiation skills
• Experience managing relationships with external partners Confidence and resilience
• A qualification in housing, customer services or similar would be advantageous
• Knowledge or experience of responsive repairs will be advantageous.