Customer Service Team Leader

Customer Service Team Leader - Social Housing Repairs & Maintenance

Based in Billericay

Full time, permanent

-32,000 per annum

Here at Howells we are working with a leading social housing repairs and maintenance contractor to recruit a proactive and experienced Customer Service Team Leader for their busy Billericay-based contact centre.

About the Role

As Customer Service Team Leader, you will take responsibility for overseeing the day-to-day operations of the customer contact centre, ensuring a high standard of service delivery in a fast-paced environment. You''ll play a key role in driving team performance, supporting resource planning, and ensuring all service KPIs and SLAs are met.

Working closely with the Customer Performance Manager, you''ll foster a culture of continuous improvement and "right first time" service. You will also handle complaints and complex cases, as well as coach, mentor, and develop your team to deliver excellence.

Key Duties & Responsibilities

• Lead and manage a high-performing customer service team
• Monitor and manage KPIs, SLAs, and team productivity
• Conduct regular 1:1s, performance reviews, and ongoing staff coaching
• Oversee daily resourcing, annual leave, and absence management
• Drive a customer-first culture and promote inclusivity across the team
• Handle complex cases, complaints, and claims mitigation
• Collaborate on long-term planning, supporting delivery of annual and 5-year objectives
• Assist with recruitment, onboarding, and ongoing team development
• Use management information and analytics to guide performance improvements

Experience & Skills Required

• Experience in social housing and reactive repairs environments
• Previous team leadership or management experience in a similar setting
• Strong customer service and communication skills
• Analytical mindset with experience using management information to drive performance
• Proven ability to handle complex cases and complaints resolution
• Strong IT skills and ability to work under pressure in a dynamic environment

What''s in It for You?

You''ll be joining a modern, people-focused business that recognises the value of its team. In return, you''ll receive:

• A competitive salary of -32,000 per annum
• 26 days annual leave plus bank holidays
• Enhanced pension plan
• Enhanced Maternity & Paternity Pay

If you''re interested in this role, please apply online or call (phone number removed) for more information!