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- Tasks: Lead a team to ensure top-notch customer service for damp and mould issues.
- Company: Join a dedicated organisation focused on improving residents' living conditions.
- Benefits: Enjoy hybrid working, excellent conditions, and a supportive team environment.
- Why this job: Make a real impact on people's lives while developing your leadership skills.
- Qualifications: Experience in customer service leadership is essential; training on damp and mould provided.
- Other info: Ideal for proactive leaders who thrive in fast-paced, service-driven settings.
The predicted salary is between 36000 - 60000 £ per year.
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.
Customer Services Team Leader employer: Elevate Projects Ltd
Contact Detail:
Elevate Projects Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Team Leader
✨Tip Number 1
Familiarise yourself with the specific challenges related to damp and mould issues. Understanding these problems will not only help you in interviews but also demonstrate your commitment to improving residents' living conditions.
✨Tip Number 2
Highlight your leadership experience by preparing examples of how you've motivated teams in previous roles. Be ready to discuss specific situations where your leadership directly improved customer service outcomes.
✨Tip Number 3
Research the scheduling or CRM systems mentioned in the job description, such as Northgate or Salesforce. Familiarity with these tools can give you an edge and show that you're proactive about integrating into the team.
✨Tip Number 4
Prepare to discuss your approach to handling escalations and complex cases. Think of examples where you've successfully resolved difficult situations, showcasing your empathy and professionalism.
We think you need these skills to ace Customer Services Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service leadership, particularly in housing or maintenance services. Use specific examples that demonstrate your ability to lead teams and improve service delivery.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your commitment to improving residents' living conditions. Mention your familiarity with damp and mould issues and how you can contribute to the team's success.
Showcase Relevant Skills: Emphasise your organisational and problem-solving skills in your application. Provide examples of how you've managed competing priorities and improved response times in previous roles.
Highlight Leadership Experience: Detail your leadership style and how you motivate and support your team. Include any experience with scheduling or CRM systems, as this is highly desirable for the role.
How to prepare for a job interview at Elevate Projects Ltd
✨Show Your Leadership Skills
As a Customer Services Team Leader, it's crucial to demonstrate your leadership abilities. Share specific examples of how you've motivated and supported your team in previous roles, especially in high-pressure situations.
✨Understand the Role's Impact
Make sure you grasp how this role contributes to improving living conditions for residents. Be prepared to discuss how you would handle damp and mould cases with urgency and empathy, showcasing your commitment to customer service.
✨Familiarise Yourself with Relevant Systems
If you have experience with scheduling or CRM systems like Northgate or Salesforce, highlight it during the interview. If not, express your willingness to learn and adapt quickly to new technologies that can enhance service delivery.
✨Prepare for Scenario-Based Questions
Expect questions about handling escalations and complex cases. Prepare scenarios where you've successfully resolved issues, focusing on your problem-solving skills and ability to communicate effectively with all stakeholders.
