At a Glance
- Tasks: Lead a team to provide top-notch customer service for repair requests.
- Company: Join TCH Repairs, serving over 10,000 tenants with a focus on community.
- Benefits: Enjoy hybrid working, generous leave, and a supportive well-being programme.
- Other info: Be part of a diverse team committed to continuous improvement and inclusivity.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: GCSEs and experience in customer service and office administration required.
The predicted salary is between 30000 - 40000 € per year.
Role Summary
TCH Repairs provides a repair service to over 10,000 tenants of Town & Country Housing. Your role is to be their first point of contact when they raise a repair, answering calls to the repair help‑desk and managing initial enquiries.
Responsibilities
- Ensure customer contact is achieved within agreed service standards and timescales, including answering telephone calls, responding to repair emails, customer service emails, and webchat enquiries.
- Respond to online customer general and repair enquiries, providing accurate and standardised written responses in conjunction with senior staff where required.
- Accurately diagnose repair requests at first point of contact to enable correct logging and appropriate allocation of trade operatives, using video call technology for all emergency repair reports and all Damp & Mould cases.
- Explain the purpose of video calls to residents and encourage engagement; record reasons when video assessment is not possible.
- Allocate the next available suitable appointment, considering the resident’s circumstances, urgency, and service standards.
- Provide cover across the Customer Services Team as required to maintain continuity of service and response times.
- Liaise effectively with operational, commercial, client, housing manager, contractor, and external support teams to ensure coordinated service delivery.
- Demonstrate a customer‑centred service, identify improvement opportunities, and contribute to continuous improvement initiatives.
- Create, update, and maintain accurate information across all systems and databases, ensuring data integrity and compliance.
- Maintain a proactive, professional approach at all times, undertaking additional duties as needed.
- Participate in training, projects, workgroups, and policy implementation to improve performance.
- Ensure processes are written, maintained, and regularly reviewed for the repairs service operation.
- Maintain full compliance with equality and diversity regulations.
- Participate in customer engagement and feedback for continuous improvement.
- Comply with operational Key Performance Indicators in line with departmental targets.
Qualifications & Experience
- GCSE or equivalent education – Essential
- Office administration experience – Essential
- Customer service experience – Essential
- Microsoft Office experience – Essential
- Knowledge of housing issues, including equal opportunities and housing associations – Desired
Behaviours
- Calm, confident and approachable manner – Essential
- Good communication skills, face‑to‑face and telephone – Essential
- Excellent communication skills – Essential
- Ability to think and act quickly in a pressurised environment – Essential
- Proven ability to negotiate outcomes and solve problems – Essential
- Experience using own initiative to implement and solve work systems – Essential
- Ability to prepare and interpret numerical data – Essential
- Proven ability to plan and manage own workload – Essential
- Ability to work well as part of a team – Essential
- Desire to provide excellent customer service – Essential
- Resilience when dealing with difficult situations – Essential
Benefits
- Contributory pension scheme: 4% to 10% matched contributions
- Hybrid working
- Free onsite car parking
- Life assurance of 4× annual salary (terms and conditions apply)
- 30 days annual leave in addition to bank holidays
- Two volunteer days per year
- Employee assistance programme (24/7 telephone advice, information portal & face‑to‑face counselling sessions)
- Corporate eye care scheme providing free eye tests and VDU glasses
- Extensive annual staff well‑being programme
- Enhanced maternity, paternity, and shared parental leave
- Flexible annual benefits (dental, healthcare, shopping vouchers, technology, etc.)
- Annual flu vaccinations
- Access to corporate discounts on shopping, travel & days out
- Social events, including lunchtime walking, rounders, festive Fridays
- Travel loan
Equal Opportunities Statement
TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.
Customer Services Team Leader employer: Town & Country Housing
TCH Repairs is an exceptional employer, offering a supportive work culture that prioritises employee well-being and development. With benefits such as hybrid working, generous annual leave, and a comprehensive employee assistance programme, we foster an environment where team members can thrive both personally and professionally. Located in a community-focused setting, we encourage our staff to engage with residents and contribute to meaningful improvements in housing services.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Team Leader
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on TCH Repairs. Understand their values and how they serve their tenants. This will help you tailor your responses and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! Since this role is all about customer service, make sure you can articulate your thoughts clearly. Try role-playing with a friend or family member to get comfortable with answering common interview questions.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully handled difficult situations. Be ready to share these stories during your interview to demonstrate your ability to think on your feet.
✨Tip Number 4
Apply through our website! We want to see your application directly, so make sure you submit it through our platform. It’s the best way for us to keep track of your application and get back to you quickly.
We think you need these skills to ace Customer Services Team Leader
Some tips for your application 🫡
Show Off Your Customer Service Skills:When you're writing your application, make sure to highlight your customer service experience. We want to see how you've handled enquiries and resolved issues in the past, so share specific examples that demonstrate your skills!
Be Clear and Concise:Keep your written application clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and experience.
Tailor Your Application:Make sure to tailor your application to the role of Customer Services Team Leader. Reference the job description and show us how your experience aligns with the responsibilities and behaviours we're looking for.
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 the role. Plus, it’s super easy to do!
How to prepare for a job interview at Town & Country Housing
✨Know Your Customer Service Basics
Brush up on your customer service skills and be ready to discuss how you handle enquiries and complaints. Think of specific examples from your past experiences where you demonstrated excellent communication and problem-solving abilities.
✨Familiarise Yourself with the Role
Read through the job description thoroughly and understand the key responsibilities. Be prepared to explain how your previous experience aligns with managing repair requests and using technology like video calls for assessments.
✨Showcase Your Team Spirit
This role requires collaboration with various teams, so be ready to share examples of how you've worked effectively in a team setting. Highlight any experiences where you contributed to continuous improvement initiatives or supported colleagues.
✨Prepare for Scenario Questions
Anticipate questions that may involve handling difficult situations or urgent repair requests. Practice your responses to demonstrate your calmness and ability to think quickly under pressure, showcasing your resilience and customer-centred approach.
