Ready to lead a service that makes a difference in your community and puts tenants first – whatever the time of day? Having recently won awards for our customer centric culture, we're expanding our Customer Contact Centre to provide an integrated 24/7 contact service to our tenants, and we need an inspiring leader to help shape it from day one. You'll be part of a wider Customer Hub with a brilliant track record already, and you'll get the chance to make your mark on a team you help to develop.
If you're a natural motivator, join us as a Customer Services Team Leader for our evening and night team at our Birmingham City Centre hub. Leading a team of Customer Services Officers, you'll manage inbound queries across phone and digital channels outside of normal office hours – often when something can't wait until morning. You will empower your officers to deliver high-quality resolutions, ensuring our tenants get the help they need at the very first point of contact.
This is a permanent role, working 35 hours across 5 days including weekends and bank holidays, between 5.30pm and 8.30am on a rota basis. You'll be based onsite with your team at our Birmingham Bath Row office, where on-site parking is available.
As a Customer Services Team Leader, you will:
- Build and develop your team: Help welcome and induct our new officers in January, then carry out regular performance reviews and 1-2-1s, listen to calls, and complete "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.
- Shift management: Oversee staffing levels and monitor call demand across evenings and nights to ensure we are always available when tenants need us. You'll be the senior point of contact on shift, making confident decisions on urgent and escalated tenant issues, managing attendance and making sure 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, who inspire others by role modelling behaviours, and who are comfortable leading with confidence outside of normal office hours. 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.
- Availability to work evenings, nights, weekends and bank holidays as part of a rota.
- Experience in a housing or repairs environment, or of leading a team on evening or night shifts, 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 say we have recently been named in the Sunday Times Best Places to Work list, within the Big Organisations category (The Times).
The advert closes on Friday 27th November, with interviews taking place w/c 30th November. The successful candidate will need to be available to start with us by 18th January 2027.
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.
Customer Services Team Leader employer: Midland Heart
Midland Heart is an exceptional employer, offering a dynamic work environment where your contributions directly impact the lives of tenants. With a strong commitment to employee development and a culture that values collaboration and inclusivity, you will find ample opportunities for growth and professional advancement. Located in Birmingham, our office fosters a supportive atmosphere, ensuring that every team member feels valued and empowered to succeed.
