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 pay, and a temporary contract until September.
- Other info: Immediate start available; perfect for those looking to grow in a dynamic environment.
- 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 katie.cox@niyaapeople.co.uk
Customer Service Team Leader in Pembroke employer: Niyaa People
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 during a transformative period, ensuring that you can make a meaningful impact while enjoying a balanced work-life dynamic.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Pembroke
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector or customer service field. A friendly chat can lead to insider info about job openings or even a referral, which can give you a leg up.
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and customer service. We recommend role-playing with a friend or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! When you get the chance to meet potential employers, highlight your experience with Microsoft Dynamics and your ability to manage performance. Real-life examples of your success can make a big impact.
✨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 are proactive and engaged in their job search.
We think you need these skills to ace Customer Service Team Leader in Pembroke
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in managing customer service teams. We want to see how you've led teams before, so don’t hold back on those examples!
Showcase Your Skills:In your cover letter, emphasise your people management and coaching skills. We’re looking for someone who can inspire their team, so let us know how you’ve done this in the past.
Be Clear and Concise:When filling out the application, keep your answers clear and to the point. We appreciate straightforward communication, especially when it comes to customer service!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at Niyaa People
✨Know Your Stuff
Make sure you’re familiar with the ins and outs of customer service management, especially in a social housing context. Brush up on your knowledge of Microsoft Dynamics or similar systems, as this will likely come up during the interview.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading and coaching teams. Think about specific situations where you’ve improved team performance or handled challenging behaviours, as these will demonstrate your capability to manage effectively.
✨Stay Calm Under Pressure
Since the role involves managing a team during a period of transition, be ready to discuss how you handle stress and maintain professionalism. Share stories that illustrate your ability to stay organised and composed when things get tough.
✨Engage with the Company’s Values
Research the social housing provider and understand their mission and values. Be prepared to discuss how your personal values align with theirs, and how you can contribute to delivering an excellent customer experience during this transitional phase.
