At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and support tenants effectively.
- Company: Join Midland Heart, a forward-thinking housing organisation making a real difference.
- Benefits: Fixed-term contract, competitive salary, and opportunities for personal development.
- Other info: Great career growth potential and a supportive workplace culture.
- Why this job: Be a key player in transforming community service and enhancing tenant experiences.
- Qualifications: Experience in managing teams in fast-paced environments and a passion for customer service.
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 finalists 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?
We're seeking candidates who are passionate about delivering a brilliant customer service through high performing teams and who inspire others by role modelling behaviours.
You'll also have the following skills / experience
- 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 are 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.
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Customer Services Team Leader (Contact Centre Based) 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)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Midland Heart Ltd.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Midland Heart Ltd. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Services Team Leader (Contact Centre Based)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Midland Heart Ltd.
How to prepare for a job interview at Midland Heart Ltd
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Midland Heart Ltd's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Midland Heart Ltd offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
