Customer Support Team Leader

Customer Support Team Leader - Housing Services

We are seeking a motivated and experienced Customer Support Team Leader to join a busy Housing department. This is a fantastic opportunity for a skilled people manager with a passion for delivering excellent customer service across face-to-face, digital, and telephone channels.

Key Responsibilities:

• Lead and manage a customer service team delivering front-line support across multiple contact channels
• Act as an escalation point for complex and technical customer enquiries
• Support and deputise for the Customer Service Manager when required
• Ensure consistent delivery of high-quality, professional, and customer-focused services
• Monitor performance, coach team members, and drive continuous improvement
• Manage workloads and service demand to meet service and legislative requirements
• Oversee face-to-face service in Customer Service Centres and contribute to digital transformation initiatives
• Respond to formal complaints, Member enquiries, and Freedom of Information requests
• Work closely with internal services and technology partners on improvement projects

What We're Looking For:

• Experience leading and motivating teams in a fast-paced customer service environment
• Strong knowledge of housing services, customer contact procedures, and relevant legislation
• Excellent verbal and written communication skills
• Strong organisational skills with the ability to manage competing priorities
• Proficient IT skills including use of MS Office
• Flexible, proactive, and committed to continuous service improvement
• Ability to manage change, improve processes, and develop staff through training and support

This role involves:

• Line management responsibility for up to 15 staff
• A combination of office-based and face-to-face service delivery
• Occasional handling of complaints and service pressures
• Collaborative work on service-wide projects and strategic planning