At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer service and support tenants effectively.
- Company: Join Midland Heart, a forward-thinking housing organisation making a real difference.
- Benefits: Enjoy a competitive salary, career development, and a supportive work environment.
- Other info: Fixed term contract until May 2027 with opportunities for personal growth.
- Why this job: Be a key player in transforming community service and enhancing tenant experiences.
- Qualifications: Experience in managing teams in fast-paced contact centres is essential.
The predicted salary is between 28000 - 30000 £ per year.
Ready to lead a service that makes a difference in your community and puts tenants first?
We're constantly transforming how we work to ensure every resident receives a first-class, right-first-time experience and we need an inspiring leader to help us redefine what brilliant service looks like for our community.
You'll be a key part of a team who has a brilliant track record already and will get your chance to make your mark.
Midland Heart has been nominated as finallists for the UK Customer Experience Awards 2026!
If you're a natural motivator, join us as a Customer Services Team Leader at our Birmingham City Centre hub.
Leading a large, fast-paced team, you'll manage high-volume inbound queries across phone, digital, and social channels.
You will empower your officers to deliver seamless, high-quality resolutions, ensuring our tenants get the help they need at the very first point of contact.
This is a Fixed Term Contract until May 2027, working 35 hours per week, Monday to Friday between the hours of 8.00am – 6:00pm on a rotating work pattern.
You'll be based onsite with your team at our Birmingham Bath Row office.
As a Customer Services Team Leader, you will
- Develop and Manage your team: Carry out regular performance reviews and 1-2-1s, listen to calls, and complete interactive "floor walks." You'll provide structured coaching to build your team's skills, driving continuous improvement and a higher "right-first-time" resolution rate for our tenants.
- Manage
- Daily
Operations: Oversee daily staffing levels and monitor call demand to ensure we are always available when tenants need us.
You will manage attendance, maintain accurate absence records, and ensure all health and safety requirements, reasonable adjustments and wellbeing needs are met.
- Lead with
Professionalism: Take ownership of early performance or conduct conversations, making informal interventions where possible.
You will conduct capability or disciplinary investigations professionally and in line with our agreed policies.
- Analyse and
- Drive
Performance: Use data, call recordings, and outbound communications to identify trends and patterns.
You'll act on these insights to proactively improve the quality and consistency of the service we provide.
Our ideal candidate?
- Proven experience of supervising or managing a team in a high volume, fast-paced contact centre environment.
- Proven track record in driving performance excellence through structured appraisals, proactive absence management, and the application of HR frameworks.
- Evidence of providing a customer-first service, with a track record of helping improve customer satisfaction.
- Experience in a housing or repairs environment is preferable, but not essential.
Who are Midland Heart?
We're one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home.
We welcome people from every walk of life, at every stage of their career.
We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed.
Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.
We're proud to be a Disability Confident Employer.
Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.
#J-18808-Ljbffr
Customer Services Team Leader (Contact Centre Based) in Birmingham employer: Midland Heart Ltd
Midland Heart Ltd is an excellent employer, offering a supportive work culture that values teamwork and customer satisfaction. With competitive salaries, comprehensive benefits including healthcare and generous annual leave, as well as opportunities for professional growth, employees can thrive in their roles while making a meaningful impact in the communities of Coventry and Leicestershire.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Team Leader (Contact Centre Based) in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Midland Heart Ltd. 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 Midland Heart Ltd 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 Services Team Leader (Contact Centre Based) in Birmingham
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 Midland Heart Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Midland Heart Ltd 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 Midland Heart Ltd!
How to prepare for a job interview at Midland Heart Ltd
✨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.
