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- Tasks: Lead a team of Customer Service Advisors to deliver top-notch service and resolve enquiries.
- Company: Join Moat, a community-focused housing association making a real difference.
- Benefits: Enjoy competitive pay, generous leave, and personal development opportunities.
- Why this job: Make a positive impact in communities while working flexibly from home or the office.
- Qualifications: Experience in customer service and team leadership is a plus.
- Other info: Recognised as one of 'The Sunday Times Best Places to Work' in 2025.
The predicted salary is between 31512 - 39390 £ per year.
Hours: 21 hours per week, Monday-Wednesday
Salary: £31,512-£39,390 per annum (salary offered dependent on experience) pro-rated
Location: Dartford, Kent (agile working, offering flexibility between home and our Dartford office)
Contract: Permanent
About the Role
As one of our Customer Service Team Leaders, you’ll take responsibility for managing and developing a team of Customer Service Advisors ensuring they deliver a high-quality experience for our customers, and supporting enquiry resolution to a range of services. You’ll also be assisting the Customer Service Manager where necessary to ensure the on-going success of the department. You’ll provide regular coaching and feedback, monitor performance across all channels, and work closely with our trainer and management team to maintain high standards and meet demand. You’ll handle complex queries and complaints with professionalism, act as the decision-maker when advisors need guidance, and ensure our service aligns with policy and best practice.
About us
Moat is a housing association in the South East of England, owning and managing over 20,000 homes across London, Kent, Essex, and Sussex. We’re more than just a housing provider; we’re a community focused organisation dedicated to creating positive change in the lives of our customers and the neighbourhoods we serve. As one of the Homes England delivery partners, we develop around 600 new homes every year. Our team of over 450 passionate professionals are committed to providing high quality, affordable homes, and excellent services to our customers.
Our values
- Own it: We take responsibility for our actions and deliver on our promises.
- Better together: We believe in the power of collaboration to achieve greater outcomes.
- Lead by example: We set high standards and inspire others through our commitment to excellence.
- Be the change: We embrace innovation and proactively address challenges.
Why join Moat?
- Make a real impact in our communities.
- Work with a supportive and passionate team.
- Enjoy competitive salaries and generous leave.
- Benefit from numerous personal and professional development opportunities.
- Work in a hybrid way that allows you to work from our spacious Dartford office (or other regional offices including Maldon, Pollards Hill and Ashford) some days a week while also giving you the flexibility to work from home or another location that suits your needs.
Our commitment to creating a positive work environment has earned us recognition as one of 'The Sunday Times Best Places to Work' in 2025.
How to apply
If you’re excited about a new challenge and want to help us at Moat, we want to hear from you! Please visit our website to fill out the online application form by 11pm on Thursday 9 April 2026. If we’d like to invite you for an interview, we’ll reach out via email. It’s really important that you provide as much detail as possible in your application. We’re keen to understand your interest in the role and how you meet the requirements, so please make full use of the spaces provided to tell us about your experience, skills, and what makes you a great fit for our team. Join us at Moat and be part of a team that is shaping the future of housing and communities in the South East!
If you require any additional adjustments to the recruitment process, please email peopleservices@moat.co.uk.
Customer Services Team Leader in Dartford employer: Moat Homes Ltd
Contact Detail:
Moat Homes Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Team Leader in Dartford
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Moat. Understand our values and mission, and think about how your experience aligns with what we do. This will show us that you’re genuinely interested in being part of our team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to customer service and team leadership. Think about specific examples from your past experiences that demonstrate your skills and how you’ve handled challenges. We love hearing real stories!
✨Tip Number 3
Show off your soft skills! As a Customer Services Team Leader, communication and empathy are key. During your interview, make sure to highlight how you’ve successfully led teams and resolved conflicts. We want to see how you connect with others!
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions ready about the role or the team. This shows us that you’re engaged and eager to learn more about how you can contribute to Moat’s success.
We think you need these skills to ace Customer Services Team Leader in Dartford
Some tips for your application 🫡
Show Your Passion: When you're filling out your application, let your enthusiasm for the role shine through! We want to see why you’re excited about joining us at Moat and how you can contribute to our mission of making a positive impact in the community.
Tailor Your Experience: Make sure to highlight your relevant experience and skills that align with the Customer Services Team Leader role. Use specific examples to demonstrate how you've successfully managed teams or handled complex queries in the past – we love seeing real-life stories!
Be Detailed and Clear: Don’t hold back on the details! Use the spaces provided in the application to give us a clear picture of your background and achievements. The more we know about you, the better we can assess your fit for our team.
Apply Through Our Website: Remember to submit your application through our website by the deadline. It’s the best way for us to receive your information and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Moat Homes Ltd
✨Know Your Stuff
Before the interview, make sure you understand Moat's mission and values. Familiarise yourself with their community-focused approach and how they manage customer service. This will help you demonstrate your alignment with their goals and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Customer Services Team Leader, you'll need to manage and develop a team. Prepare examples of how you've successfully led teams in the past, focusing on coaching, performance monitoring, and handling complex queries. Be ready to discuss specific situations where you made a positive impact.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Think of scenarios where you had to resolve customer complaints or guide team members through challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team's current challenges, how success is measured in the role, or what opportunities there are for professional development. This shows your enthusiasm and helps you gauge if the company is the right fit for you.