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- Tasks: Lead and inspire a team to deliver exceptional customer service.
- Company: Specialist supported housing provider focused on inclusivity and dignity.
- Benefits: Competitive salary, 25 days annual leave, and full training provided.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in a customer-focused environment and strong people management skills.
- Other info: Join a supportive team dedicated to continuous improvement and safeguarding.
Make sure to apply with all the requested information, as laid out in the job overview below.
Are you a confident leader with a positive, can-do attitude? Do you thrive on delivering exceptional customer service and inspiring others to do the same? If so, we want to hear from you!
We’re looking for a Contact Centre Team Leader to take charge of our small but vital team. You’ll ensure customers, colleagues, and partners receive a responsive, inclusive, and high-quality service across all channels. This role is perfect for someone who’s passionate about great outcomes, adaptable in communication, and sensitive to the needs of vulnerable customers.
About Us
We are a specialist supported housing provider delivering housing and support services to people with mental health needs, learning disabilities, autism, and physical disabilities. Our mission is to help individuals live independently and with dignity, while providing safe, inclusive, and high-quality housing and support.
What you’ll do:
- Lead, coach, and motivate your team to deliver outstanding service.
- Monitor performance, spot trends, and drive continuous improvement.
- Resolve customer queries at first contact and oversee complex cases.
- Build strong relationships with colleagues and contractors to keep services running smoothly.
- Champion safeguarding, equality, and data protection standards.
What we’re looking for:
- Experience leading a team in a customer-focused environment (contact centre, housing, repairs, or similar).
- Strong people management skills and confidence handling challenging situations.
- Ability to use data and systems to inform decisions.
- Social housing experience is a plus—but not essential.
Full training provided.
Hours: 35p/w
Annual Leave Entitlement: 25 days + BH
Salary: £35,700
If you’re committed to helping customers access services with independence and dignity—and ready to lead a team that truly makes a difference—apply today.
Contact Centre Team Leader employer: Ability Housing Association
Contact Detail:
Ability Housing Association Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Leader
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your approach and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for standing out in the interview process.
✨Tip Number 3
Prepare for common interview questions but also think outside the box. Be ready to discuss how you would handle specific scenarios related to customer service and team leadership—this is your chance to shine!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Contact Centre Team Leader
Some tips for your application 🫡
Read the Job Description Carefully: Before you start your application, make sure to read through the job description thoroughly. We want to see that you understand what we're looking for in a Contact Centre Team Leader, so highlight your relevant experience and skills that match our needs.
Show Off Your Leadership Skills: As a potential leader, it's crucial to showcase your ability to motivate and inspire others. Use specific examples from your past experiences where you've successfully led a team or improved customer service outcomes. We love seeing how you can make a difference!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your qualifications. Avoid fluff and focus on what makes you the perfect fit for our team.
Apply Through Our Website: We encourage you to apply directly through our website. This ensures that your application is received properly and allows us to process it more efficiently. Plus, it’s super easy—just follow the prompts and submit your info!
How to prepare for a job interview at Ability Housing Association
✨Know Your Stuff
Before the interview, make sure you understand the role of a Contact Centre Team Leader inside out. Familiarise yourself with the company's mission and values, especially their focus on supporting vulnerable customers. This will help you align your answers with what they’re looking for.
✨Showcase Your Leadership Skills
Be ready to share specific examples of how you've led a team in a customer-focused environment. Think about times when you motivated your team or resolved challenging situations. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Demonstrate Your Problem-Solving Abilities
Prepare to discuss how you handle complex customer queries and drive continuous improvement. Think of instances where you identified trends in performance data and made changes that positively impacted service delivery. This shows you can think critically and act decisively.
✨Build Rapport
During the interview, aim to build a connection with your interviewers. Show your positive, can-do attitude and be genuinely interested in their questions. This not only reflects your interpersonal skills but also demonstrates your ability to inspire others, which is key for this role.
