At a Glance
- Tasks: Lead a team to deliver exceptional customer service and resolve home defects.
- Company: Join Clarion Housing Group, a leader in housing with a focus on diversity and inclusion.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Dynamic role with a focus on continuous improvement and team empowerment.
- Why this job: Make a real difference in customers' lives while developing your leadership skills.
- Qualifications: Experience in team leadership and customer service management required.
Location: Hybrid/Islington, London or Manchester
Salary: London - £37,854 - £52,051 per annum / National - £34,869 - £47,945 per annum
Hours: 36 per week
Contract Type: Permanent
Are you a natural leader with a passion for delivering outstanding customer service? We're seeking a Customer Care & Quality Specialist Team Leader with demonstrable experience managing new home defects within a large House Builder or Housing Association. You'll guide and develop a team of Customer Care and Quality Executives to ensure that every customer receives the best service throughout reporting and rectification of their new home defects.
In this operational role, you'll play a crucial part in helping us achieve our mission: ensuring that any defects in our customers' new homes are resolved promptly and handled with care, professionalism, and empathy. You’ll be at the heart of our customer care operation, supervising the team's day-to-day performance, ensuring that processes are followed, and maintaining consistently high service levels.
You’ll monitor and enhance the use of our CRM system, using your existing knowledge, and ensure that objectives related to productivity and turnaround times are met. This role is not just about oversight; it's about leading by example, motivating your team, and empowering them to take pride and ownership in their work.
We’re looking for someone who thrives on bringing out the best in others and has proven experience in leading and developing high-performing teams. You should possess excellent communication skills and the ability to influence both colleagues and customers, driving positive change and continuous improvement. With a keen eye for performance data, you’ll be adept at resource management and will know how to maximise your team's potential.
Are you looking to step up and have an interest in joining the Latimer Development Customer Experience team? This role offers the perfect opportunity to gain valuable experience while building new skills for your future.
Feel free to review the role profile and the behaviours and mandatory accountabilities for more details on our careers page. It'll give you a better idea of what we're looking for before you apply.
At Clarion Housing Group, we support the responsible use of AI.
Closing Date: Monday 17th August 2026 at midnight. Interviews will take place on Wednesday 26th and Thursday 27th August 2026.
This is a hybrid role with a base location at our office in either London or Manchester. Candidates will be expected to work from home and the office at least 3 days per week. Applicants must be able to travel across the region as required. You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.
Diversity and Inclusion: We want Clarion to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential. We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks. We're committed to building a strong, diverse workforce and making Clarion an inclusive place to work.
Customer Care & Quality Specialist Team Leader employer: Clarion Housing Group Limited
At Clarion Housing Group Limited, we pride ourselves on being an excellent employer that values our employees' contributions and fosters a collaborative work culture. Based in London, our hybrid working model offers flexibility while ensuring you are part of a dynamic team dedicated to delivering impactful projects that enhance community living. With a strong focus on professional development and a commitment to resident satisfaction, we provide ample opportunities for growth and innovation in the field of project management.
Contact Details:
Clarion Housing Group Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care & Quality Specialist Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Clarion Housing Group Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Clarion Housing Group Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care & Quality Specialist Team Leader
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Clarion Housing Group Limited:Your cover letter is your chance to shine! Tell us why you want to work at Clarion Housing Group Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Clarion Housing Group Limited!
How to prepare for a job interview at Clarion Housing Group Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
