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For Companies At a Glance
- Tasks: Lead and motivate a team to deliver exceptional customer service and drive positive change.
- Company: Join Blackwood Housing Association, a supportive organisation making a real impact in communities.
- Benefits: Competitive salary, professional development, health resources, and discounts at major retailers.
- Why this job: Shape the future of customer services and make a difference in people's lives.
- Qualifications: Experience in customer service leadership and strong communication skills.
- Other info: Be part of a dynamic team focused on innovation and continuous improvement.
The predicted salary is between 30000 - 40000 £ per year.
About the Role
This is an exciting time to join Blackwood Housing Association as we create new team leader roles to deliver on our ambitious strategic direction, focused on delivering even better outcomes for our tenants and communities across Scotland. We’re looking for Team Leaders who are energised by change and motivated by purpose – leaders who want to help shape the future of customer services. You’ll play a key role in leading teams through transformation, embedding new ways of working, and translating our strategic ambitions into real, day‑to‑day improvements for the people we serve. With opportunities to influence service development, support staff to thrive, and contribute to an organisation that is evolving and growing, this is a chance to build a leadership career that genuinely makes a difference.
Key Responsibilities
- Lead, motivate, and support a team delivering front‑line customer service
- Supervise day‑to‑day operations, ensuring KPIs and service standards are consistently met
- Oversee incoming and outgoing communications including calls, emails, and case management
- Handle Stage 1 complaints and support investigations into more complex cases
- Build strong working relationships with internal teams and external partners
- Act as a first point of contact across a wide range of housing services, including repairs, rent, allocations, and general enquiries
- Deliver training, coaching, and one‑to‑one performance reviews for team members
- Contribute to continuous improvement of customer service processes and procedures
- Support organisational initiatives and policy development
What We’re Looking For
- Proven experience in a customer service leadership or supervisory role
- Strong communication and interpersonal skills
- Ability to manage multiple priorities in a busy environment
- Experience handling complaints and resolving customer issues effectively
- A proactive approach to problem‑solving and service improvement
- Passion for delivering excellent customer experiences
Why Join Us?
At Blackwood, we are committed to making a difference in people’s lives. You’ll be part of a supportive organisation that values innovation, collaboration, and continuous improvement. We offer:
- Competitive salary
- Opportunities for professional development
- A supportive and inclusive working environment
- The chance to make a real impact in the community
Our employee benefits
- Access to Health and Wellbeing resources such as a 24‑hour GP service, physiotherapy, 24/7 Employee Assistance Programme and in‑house Mental Health First Aiders
- Opportunity to participate in internal support networks such as employee engagement, wellbeing and digital forums
- Discounts at major online and High Street retailers
If you’re ready to take the next step in your customer service career and lead a team to success, we’d love to hear from you. The deadline for submission of applications is by 30/04/2026.
Customer Service Team Leader employer: Housing co
Contact Detail:
Housing co Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Network like a pro! Reach out to current employees at Blackwood Housing Association on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Team Leader role.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service leadership. Think about how you can showcase your experience in handling complaints and motivating teams – we want to see that passion for delivering excellent customer experiences!
✨Tip Number 3
Showcase your problem-solving skills during the interview. Be ready to discuss specific examples of how you've improved customer service processes in the past. This will demonstrate your proactive approach and commitment to continuous improvement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team and making a difference in the community.
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service leadership. We want to see how your skills align with our mission to improve outcomes for tenants and communities.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve led teams or improved customer service processes. We love to see quantifiable results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We’re looking for passionate individuals who are motivated by purpose, so don’t hesitate to express why you want to join us at Blackwood.
Apply Through Our Website: For the best chance of success, make sure to submit your application through our website. It’s the easiest way for us to review your details and get back to you quickly!
How to prepare for a job interview at Housing co
✨Know the Company Inside Out
Before your interview, take some time to research Blackwood Housing Association. Understand their mission, values, and recent initiatives. This will not only help you answer questions more effectively but also show your genuine interest in the role and the organisation.
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, you'll need to demonstrate your leadership abilities. Prepare examples from your past experiences where you've successfully led a team, resolved conflicts, or improved service processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complaints. Think of specific scenarios where you turned a negative customer experience into a positive one. Be ready to discuss how you would approach various challenges in the role.
✨Ask Thoughtful Questions
At the end of the interview, you'll likely have the chance to ask questions. Use this opportunity to inquire about the team's current challenges, the company's vision for customer service, or opportunities for professional development. This shows your enthusiasm and helps you gauge if the role is the right fit for you.