Customer Services Team Leader - #1727644

Are you a passionate and proactive leader with a commitment to delivering outstanding customer service? We are seeking a dynamic Customer Services Team Leader to manage a team of Schedulers and ensure the effective coordination of our damp and mould response services.

In this vital role, you will be the bridge between residents, operatives, and contractors—ensuring that all reported damp and mould cases are handled with urgency, empathy, and efficiency. Your leadership will directly contribute to improved living conditions for our residents and reinforce our commitment to high-quality service.

Key Responsibilities:

• Lead, motivate, and support the Customer Services and Scheduling team to deliver responsive and high-quality service.

• Oversee the scheduling of inspections, treatments, and follow-up appointments for damp and mould cases.

• Monitor case progress, ensuring timely resolution and excellent communication with all stakeholders.

• Implement and maintain systems and processes that improve response times and customer satisfaction.

• Collaborate with repairs, maintenance, and housing teams to ensure a coordinated approach.

• Provide regular reporting and updates to senior management on team performance, case resolution rates, and customer feedback.

• Handle escalations and complex cases with sensitivity and professionalism.

About You:

• Proven experience in a customer service leadership role, preferably within housing, repairs, or maintenance services.

• Strong organisational and problem-solving skills with the ability to manage competing priorities.

• Excellent interpersonal and communication skills with a customer-first mindset.

• Familiarity with issues surrounding damp and mould and their impact on residents' wellbeing (training can be provided).

• Experience using scheduling or CRM systems (e.g., Northgate, DRS, Salesforce) is highly desirable.

• A collaborative and hands-on leader who thrives in a fast-paced, service-driven environment.

Excellent working conditions, wider package and hybrid working.