At a Glance
- Tasks: Lead a small team to deliver top-notch customer service in housing management.
- Company: Established social housing provider in West Wales with a supportive culture.
- Benefits: Hybrid working, competitive hours, and an immediate start available.
- Other info: Opportunity for growth during an exciting period of organisational change.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in managing customer service teams and strong coaching abilities.
The predicted salary is between 30000 - 40000 € per year.
An established social housing provider in West Wales is seeking an experienced Customer Service Team Leader to oversee its customer contact team during a period of internal transition. This interim opportunity will involve managing a small team of approximately 4-5 FTE Customer Service Advisors who handle a broad range of tenant enquiries relating to housing management services. The successful candidate will provide confident day-to-day leadership, performance management, coaching, and operational support to ensure the team delivers an excellent customer experience.
Key Responsibilities of a Customer Service Team Leader:
- Leading and supervising a small customer service/contact centre team
- Managing day-to-day team performance, attendance, and productivity
- Coaching and supporting advisors to deliver high-quality customer service
- Managing challenging performance or behaviour issues where required
- Monitoring customer enquiries and ensuring effective resolution
- Using Microsoft Dynamics to oversee customer interactions and team activity
- Working closely with housing management colleagues and stakeholders
- Supporting service delivery during a period of organisational change
About You:
- Previous experience managing or supervising a customer service or contact centre team
- Strong people management and coaching skills
- Confident managing performance and supporting improvement plans
- Calm, professional, and organised under pressure
- Experience within social housing or housing management is desirable
- Experience using Microsoft Dynamics or similar CRM/Housing Management systems preferred
- Able to start quickly or within a short notice period
What’s on Offer:
- Temporary contract until 31st September initially
- Hybrid working available (typically 2–3 days office-based)
- 37 hours per week
- Immediate start available
If this Customer Service Team Leader role is of interest please apply or contact (url removed).
Customer Service Team Leader employer: Niyaa People Ltd
As an established social housing provider in West Wales, we pride ourselves on fostering a supportive and collaborative work environment that prioritises employee growth and development. Our commitment to excellent customer service is matched by our dedication to our team, offering hybrid working options and the opportunity to lead a small, dynamic group during a pivotal time of organisational change. Join us to make a meaningful impact in the community while enjoying a fulfilling career with ample support and resources.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Service Team Leader role. Personal connections can make a huge difference!
✨Tip Number 3
Prepare for situational questions! Think about how you would handle specific challenges related to managing a customer service team. Use the STAR method (Situation, Task, Action, Result) to structure your answers and demonstrate your leadership skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage with us directly.
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in managing customer service teams. Use keywords from the job description, like 'performance management' and 'coaching', to show we’re looking for someone who fits the bill.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share specific examples of how you've led teams and improved customer service. We want to see your personality and passion for the role, so don’t hold back!
Showcase Relevant Experience:If you’ve worked in social housing or used Microsoft Dynamics, make sure to mention it! We love candidates who can hit the ground running, so highlight any relevant skills or experiences that align with our needs.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out!
How to prepare for a job interview at Niyaa People Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of social housing and the specific challenges it faces. Familiarise yourself with the key responsibilities of a Customer Service Team Leader, especially around managing performance and coaching. This will show that you're not just interested in the role but also understand the sector.
✨Showcase Your Leadership Skills
Prepare examples from your past experience where you've successfully led a team or managed performance issues. Be ready to discuss how you’ve coached team members to improve their service delivery. This is your chance to demonstrate your people management skills and how you can inspire others.
✨Get Comfortable with Microsoft Dynamics
If you have experience with Microsoft Dynamics or similar CRM systems, be prepared to talk about it. If not, do a bit of research to understand how it works and how it can enhance customer interactions. Showing that you’re tech-savvy will give you an edge.
✨Stay Calm Under Pressure
Since this role involves managing a team during a period of transition, be ready to discuss how you handle stress and maintain professionalism. Share specific strategies you use to keep calm and organised, especially when dealing with challenging situations or performance issues.
