At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer service and enhance tenant experiences.
- Company: Join a forward-thinking organisation dedicated to excellence in customer service.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Opportunity to grow in a collaborative and inclusive workplace.
- Why this job: Make a real impact by championing customer service and improving tenant satisfaction.
- Qualifications: Experience in customer service leadership and strong IT skills required.
The predicted salary is between 30000 - 42000 £ per year.
We are seeking an experienced and motivated Customer Services Team Leader to champion our Customer Service Charter and ensure the delivery of a high-quality, professional reception and telephone service for both internal and external customers. In this key role, you will lead, supervise, and support the Customer Services Team within the Tenant Services department, fostering a culture of excellence and continuous improvement. You will be responsible for ensuring the team consistently delivers outstanding service, while identifying opportunities to enhance our approach every day.
Key Responsibilities:
- Team Leadership: Manage and support the Customer Services Team, promoting high standards of service delivery and professional development.
- Repairs & Maintenance: Oversee the delivery of a responsive repairs and maintenance service. Ensure accurate diagnosis and recording of repair requests, gather essential information, and instruct approved contractors in line with agreed response times and financial regulations.
- Housing Applications: Manage the end-to-end process of housing applications, from initial enquiry to placement on the waiting list. Conduct applicant interviews in line with our policies, ensuring fairness, transparency, and consistency.
- Customer Enquiries: Strive to resolve tenant enquiries at the first point of contact wherever possible, ensuring a seamless and positive customer experience.
- Tenant Engagement: Work closely with the Tenant Engagement Officer to promote involvement opportunities and support the delivery of customer service initiatives.
- Equality & Safety: Uphold the Association’s Equality, Diversity and Inclusion Strategy and ensure compliance with Health & Safety policies, maintaining a safe and respectful working environment.
- Emergency Contact: Act as an emergency contact for out-of-hours situations when required.
- Collaboration: Build and maintain positive working relationships with tenants, colleagues, and management.
We’re looking for someone with:
- Proven experience working with the public in a senior customer service role, either face-to-face or over the phone.
- Strong IT skills and the ability to manage and coordinate a team effectively.
- Experience in managing responsive repairs within the housing sector.
- A proactive, solution-focused approach and a passion for delivering excellent customer service.
If you’re ready to make a real difference and lead a team that puts tenants at the heart of everything we do, we’d love to hear from you. Apply now and help shape the future of our customer service delivery.
Customer Services Team Leader in Manchester employer: Arawak Walton Housing Association
Arawak Walton Housing Association is an exceptional employer, dedicated to fostering a supportive and inclusive work environment for its employees. With a strong focus on professional development and community engagement, staff are encouraged to grow their skills while making a meaningful impact in the lives of tenants over 55. Located in a vibrant community, the association offers unique opportunities to collaborate with external agencies and enhance tenant welfare, making it a rewarding place to work.
Contact Details:
Arawak Walton Housing Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Team Leader in Manchester
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This way, when you walk into that interview, you can show them you’re not just another candidate but someone who genuinely cares about what they do.
✨Tip Number 2
Practice makes perfect! Grab a mate and do some mock interviews. Focus on common questions for customer service roles, like how you handle difficult customers or lead a team. The more comfortable you are, the better you'll perform when it counts.
✨Tip Number 3
Don’t forget to ask questions! At the end of your interview, have a couple of thoughtful questions ready. It shows you’re engaged and interested in the role, plus it gives you a chance to find out if the company is the right fit for you too.
✨Tip Number 4
Apply through our website! We want to see your application directly, and it’s the best way to ensure it gets noticed. Plus, you’ll be one step closer to joining a team that’s all about delivering top-notch customer service.
We think you need these skills to ace Customer Services Team Leader in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience in customer service and team leadership. We want to see how your skills align with our Customer Service Charter and the key responsibilities outlined in the job description.
Showcase Your Achievements:Don’t just list your duties; share specific examples of how you’ve improved service delivery or led a team to success. We love seeing tangible results, so let us know how you’ve made a difference in your previous roles!
Be Personable and Professional:While we appreciate professionalism, don’t be afraid to let your personality shine through. We’re looking for someone who can connect with both our team and tenants, so a friendly tone can go a long way in your written application.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details directly and ensures you’re considered for this exciting opportunity to lead our Customer Services Team!
How to prepare for a job interview at Arawak Walton Housing Association
✨Know Your Customer Service Charter
Before the interview, make sure you thoroughly understand the company's Customer Service Charter. Be ready to discuss how your experience aligns with their values and how you can champion these principles in your role as a Team Leader.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Highlight specific situations where you promoted high standards of service delivery and professional development, as this will demonstrate your capability to manage and support the Customer Services Team effectively.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills, especially regarding tenant enquiries and repairs. Think of scenarios where you resolved issues at the first point of contact and be prepared to explain your thought process and actions taken.
✨Emphasise Your Commitment to Equality and Safety
Familiarise yourself with the Association’s Equality, Diversity and Inclusion Strategy. Be prepared to discuss how you would uphold these values in your role and ensure compliance with Health & Safety policies, showcasing your dedication to creating a safe and respectful environment.
