At a Glance
- Tasks: Lead a team to resolve customer complaints and enhance service delivery.
- Company: Join a well-established Housing Association focused on exceptional customer experiences.
- Benefits: Weekly pay, ongoing support, and the chance to make a real impact.
- Other info: Dynamic role with potential for contract extension and career growth.
- Why this job: Be a key player in improving customer satisfaction within the social housing sector.
- Qualifications: Experience leading complaints teams and strong people management skills required.
The predicted salary is between 60000 - 60000 £ per year.
Join a well-established Housing Association in a rewarding leadership role where you'll play a key part in delivering an exceptional customer experience. This position offers the opportunity to lead a dedicated team responsible for resolving customer complaints, improving service delivery, and driving continuous improvement across the organisation. This is a minimum 3-month contract, with the potential to be extended, offering consistent work and the opportunity to make a real impact within the organisation.
You'll be responsible for managing the day-to-day performance of the Customer Experience team, ensuring complaints are handled professionally, fairly, and within agreed service standards. This is an excellent opportunity for an experienced people manager who is passionate about coaching others, enhancing customer satisfaction, and creating positive outcomes within the social housing sector.
As a Customer Experience Team Leader (Complaints), you will be:
- Leading, motivating and developing a team of Customer Experience Advisors
- Managing the end-to-end complaints process, ensuring timely and high-quality resolutions
- Monitoring team performance against KPIs and service standards
- Coaching team members through regular one-to-one meetings, feedback sessions and performance reviews
- Managing complex customer escalations and supporting the resolution of challenging cases
- Identifying complaint trends and implementing service improvements to enhance the customer journey
- Producing performance reports and management information for senior stakeholders
- Working collaboratively with internal teams to improve customer outcomes and service delivery
I’d love to speak to anyone who has:
- Previous experience leading a complaints team within a social housing organisation (essential)
- Strong people management, coaching and mentoring skills
- Experience managing KPIs, service levels and performance targets
- Excellent communication, stakeholder management and problem-solving abilities
- A customer-focused approach with a passion for delivering outstanding service
- A strong understanding of complaint handling within the social housing sector, including working to regulatory standards
Key requirements for this role:
- Previous experience leading a complaints team within a Housing Association or Local Authority housing service
- Strong organisational skills with the ability to manage competing priorities
- Confident using CRM systems and Microsoft Office applications
- A proactive approach to continuous improvement and service excellence
The role is offering the following benefits:
- Minimum 3-month contract with the potential to be extended
- Weekly pay
- Ongoing support throughout your contract
- Opportunity to work within a supportive and collaborative team
- The chance to make a genuine impact on the customer experience
This role is offering an hourly rate of £30.00.
Travel & Location: This role is based in Edgbaston, with excellent transport links from Birmingham City Centre via the A38 (Bristol Road), A456 (Hagley Road) and nearby motorway connections, including the M5 and M6. The area is also well served by local bus routes and nearby train stations, making it easily accessible by both car and public transport.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Leader (Complaints) in England
✨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 Niyaa People.
✨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 Niyaa People. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Experience Team Leader (Complaints) in England
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 Niyaa People.
How to prepare for a job interview at Niyaa People
✨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 Niyaa People'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 Niyaa People 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!
