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- Tasks: Lead and support a team of Customer Service Advisors to deliver excellent service.
- Company: Join SettleParadigm, the largest housing group in the region with a social purpose.
- Benefits: Enjoy a competitive salary, generous holiday, and flexible hybrid working options.
- Other info: We value diversity and encourage applications from all backgrounds.
- Why this job: Make a real impact in your community while growing your career in a supportive environment.
- Qualifications: Experience in managing teams in customer-facing roles is essential.
The predicted salary is between 44621 - 44621 ÂŁ per year.
Salary: ÂŁ44,621 + Excellent Benefits
Location: High Wycombe, Buckinghamshire
Hybrid working: Two days per week in the office, three days from home
Hours: 37 hours per week, Monday to Friday
Contract: Permanent
Are you looking to join a growing, values-led organisation with a clear social purpose? At SettleParadigm, we’re proud to be the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire. Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of, and maximising the number of new affordable homes we build. Through our merger we’ve brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serve.
About the Role
As a Customer Services Team Leader, you will manage a team of around 12 Customer Service Advisors. You will help them deliver great outcomes for customers, support their development, and ensure they have the tools and confidence to do their best work. You will work in a fast‑paced environment where quality, empathy, and first‑time resolution are essential. You will also work closely with three other experienced Team Leaders to ensure the department rota meets business needs. This is a hybrid role with two days each week in our High Wycombe office and three days working from home. You may occasionally need to attend the office on additional days depending on business requirements.
Key Responsibilities
- Lead, motivate and support a team of Customer Service Advisors
- Hold regular feedback and coaching sessions to support development
- Ensure the team delivers excellent customer service and first‑time resolution
- Manage team performance against quality and service targets
- Plan and organise workloads to meet demand
- Support a positive, solution‑focused culture
- Ensure the department rota covers business requirements
- Work collaboratively with colleagues across Customer Services and other teams
What We’re Looking For
Experience And Skills
- Experience managing a team in a customer‑facing environment
- Experience in a contact centre or fast‑paced service environment
- Strong communication skills, both written and verbal
- Ability to make effective day‑to‑day decisions within policy
- Good planning and organisational skills
- Ability to manage workloads under pressure
- Strong IT skills including Word, Excel and Outlook
- A positive, practical and solution‑focused approach
- Ability to lead by example and support a high performing team
Preferred Experience
- Contact centres
- Retail
- Hospitality
- Leisure
- Any customer‑facing supervisory or managerial role
- Experience managing remote/hybrid teams is helpful but not essential.
We are open to people at different stages in their career. Whether this is a step up, a step across or a return to leadership, if you have the skills and the drive, we would love to hear from you.
Benefits
- Annual salary: ÂŁ44,621 + Excellent Benefits
- 25 days holiday, increasing with service, plus Christmas closure and buy options
- Generous pension scheme – up to 9.5% employer contribution via salary sacrifice
- Family‑friendly leave: Enhanced maternity, paternity, and adoption leave
- Health cash plan – claim up to £1,800 for everyday health costs (plus free kids’ cover)
- Life cover and income protection
- Flexible working – hybrid options, modern offices, free parking & EV charging
- Mental Health First Aiders available to support
- Car leasing via salary sacrifice (for permanent colleagues subject to conditions)
- Funded training, qualifications & apprenticeships
- 3 paid volunteering days in the local communities
- Peer‑recognition rewards platform
- Paid professional subscription (one per year)
Working Hours & Additional Pay
37 hours per week, Monday - Friday.
Our Commitment
We are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We would like to encourage applications from disadvantaged socio‑economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from underrepresented groups.
Accessibility and Adjustments
We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required.
Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made.
Customer Services Team Leader employer: Paradigm Housing Group
Contact Detail:
Paradigm Housing Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Customer Services Team Leader role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions. Think about how your experience managing teams in customer-facing environments can shine through. We want you to show off your skills and how you can lead a high-performing team!
✨Tip Number 3
Don’t forget to research the company culture! Understanding SettleParadigm’s values and mission will help you align your answers during interviews. Plus, it shows you’re genuinely interested in being part of their journey.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Customer Services Team Leader
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Services Team Leader role. Highlight your experience in managing teams and delivering excellent customer service, as this is what we’re really looking for!
Showcase Your Skills: Don’t forget to mention your strong communication skills and ability to make effective decisions. We want to see how you can lead a team in a fast-paced environment, so give us examples that demonstrate your planning and organisational skills.
Be Authentic: Let your personality shine through! We value a positive, solution-focused approach, so share your passion for helping others and building strong communities. This will help us see if you’re a good fit for our values-led organisation.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team at SettleParadigm!
How to prepare for a job interview at Paradigm Housing Group
✨Know the Company Inside Out
Before your interview, take some time to research SettleParadigm. Understand their mission, values, and the communities they serve. This will not only help you answer questions more effectively but also show your genuine interest in the role and the organisation.
✨Showcase Your Leadership Skills
As a Customer Services Team Leader, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples from your past experiences where you've successfully managed a team, resolved conflicts, or improved performance. Be ready to discuss how you can support your future team at SettleParadigm.
✨Emphasise Customer Service Excellence
Given the focus on delivering excellent customer service, think of specific instances where you've gone above and beyond for customers. Highlight your problem-solving skills and your approach to ensuring first-time resolution, as these are key aspects of the role.
✨Prepare Questions to Ask
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the challenges they face, and how success is measured in the role. This shows that you're not just interested in the job, but also in how you can contribute to the team's success.