Customer Service Team Leader - Social Housing Repairs & Maintenance

Based in Billericay

Full time, permanent

£32,000 per annum

Here at Howells we are working with a leading social housing repairs and maintenance contractor to recruit a proactive and experienced Customer Service Team Leader for their busy Billericay-based contact centre.

About the Role

As Customer Service Team Leader, you will take responsibility for overseeing the day-to-day operations of the customer contact centre, ensuring a high standard of service delivery in a fast-paced environment. You'll play a key role in driving team performance, supporting resource planning, and ensuring all service KPIs and SLAs are met.

Working closely with the Customer Performance Manager, you'll foster a culture of continuous improvement and "right first time" service. You will also handle complaints and complex cases, as well as coach, mentor, and develop your team to deliver excellence.

Key Duties & Responsibilities

Lead and manage a high-performing customer service team
Monitor and manage KPIs, SLAs, and team productivity
Conduct regular 1:1s, performance reviews, and ongoing staff coaching
Oversee daily resourcing, annual leave, and absence management
Drive a customer-first culture and promote inclusivity across the team
Handle complex cases, complaints, and claims mitigation
Collaborate on long-term planning, supporting delivery of annual and 5-year objectives
Assist with recruitment, onboarding, and ongoing team development
Use management information and analytics to guide performance improvementsExperience & Skills Required

Experience in social housing and reactive repairs environments
Previous team leadership or management experience in a similar setting
Strong customer service and communication skills
Analytical mindset with experience using management information to drive performance
Proven ability to handle complex cases and complaints resolution
Strong IT skills and ability to work under pressure in a dynamic environmentWhat's in It for You?

You'll be joining a modern, people-focused business that recognises the value of its team. In return, you'll receive:

A competitive salary of £32,000 per annum
26 days annual leave plus bank holidays
Enhanced pension plan
Enhanced Maternity & Paternity PayIf you're interested in this role, please apply online or call (phone number removed) for more information