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For Companies At a Glance
- Tasks: Lead and motivate a team to deliver exceptional customer service and drive improvements.
- Company: Join Blackwood Housing Association, a supportive organisation making a real difference in communities.
- Benefits: Competitive salary, professional development, and access to health and wellbeing resources.
- Why this job: Shape the future of customer services and make a positive impact in people's lives.
- Qualifications: Experience in customer service leadership and strong communication skills.
- Other info: Be part of a dynamic team with opportunities for growth and innovation.
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
- 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 in London employer: Housing co
Contact Detail:
Housing co Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Blackwood Housing Association on LinkedIn. A friendly chat can give us insider info about the company culture and what they really value in a Team Leader.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service leadership. We should be ready to share specific examples of how we've handled complaints or led teams through change. Show them we’re the right fit!
✨Tip Number 3
Don’t forget to showcase our passion for customer service! During interviews, let’s talk about our commitment to improving customer experiences and how we’ve made a difference in previous roles. It’s all about making that connection!
✨Tip Number 4
Apply through our website! It’s the best way to ensure our application gets noticed. Plus, it shows we’re genuinely interested in being part of the Blackwood team. Let’s make that first impression count!
We think you need these skills to ace Customer Service Team Leader in London
Some tips for your application 🫡
Show Your Passion: Let us see your enthusiasm for customer service in your application. Share specific examples of how you've made a difference in previous roles, especially in leadership positions.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight the skills and experiences that align with the job description. We want to see how you can contribute to our mission at Blackwood!
Be Clear and Concise: Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to read through your achievements and qualifications.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role!
How to prepare for a job interview at Housing co
✨Know Your Stuff
Before the interview, make sure you understand Blackwood Housing Association's mission and values. Familiarise yourself with their customer service approach and think about how your experience aligns with their goals. This will show that you're genuinely interested in the role and ready to contribute.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or improved customer service processes. Be ready to discuss how you motivated your team and handled challenges, especially in busy environments. This will demonstrate your capability as a Team Leader.
✨Practice Problem-Solving Scenarios
Think of common customer service issues and how you would resolve them. Be prepared to discuss specific complaints you've handled and the outcomes. This will highlight your proactive approach to problem-solving and your ability to maintain high service standards.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the team's goals or the organisation's future plans. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you. Plus, it keeps the conversation engaging!