Customer Services Team Leader

Arawak Walton Housing Association Ltd; Manchester; On-site; GBP 35,000 - 45,000; Full time

Job summary

A non-profit housing organization based in Manchester seeks a Customer Services Team Leader to drive high-quality service delivery. In this full-time role, you will lead the Customer Services Team, ensure outstanding tenant experiences, and oversee maintenance processes. Ideal candidates will have significant customer service experience and a proactive approach to problem-solving.

Qualifications

• Proven experience in a senior customer service role, face-to-face or over the phone.
• Experience in managing responsive repairs within the housing sector.
• Ability to manage and coordinate a team effectively.

Responsibilities

• Lead and supervise the Customer Services Team within the Tenant Services department.
• Oversee repairs and maintenance service delivery and ensure compliance with financial regulations.
• Manage the housing application process from enquiry to placement.

Skills

Customer service experience

Strong IT skills

Team management

Solution-focused approach

Job description

Arawak Walton Housing Association provided pay range

This range is provided by Arawak Walton Housing Association. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Arawak Walton Housing Association

We are seeking an experienced and motivated Customer Services Team Leader to champion our Customer Service Charter and ensure the delivery of a high-quality, professional reception and telephone service for both internal and external customers.

In this key role, you will lead, supervise, and support the Customer Services Team within the Tenant Services department, fostering a culture of excellence and continuous improvement. You will be responsible for ensuring the team consistently delivers outstanding service, while identifying opportunities to enhance our approach every day.

Key Responsibilities

• Team Leadership: Manage and support the Customer Services Team, promoting high standards of service delivery and professional development.
• Repairs & Maintenance: Oversee the delivery of a responsive repairs and maintenance service. Ensure accurate diagnosis and recording of repair requests; gather essential information and instruct approved contractors in line with agreed response times and financial regulations.
• Housing Applications: Manage the end‑to‑end process of housing applications, from initial enquiry to placement on the waiting list. Conduct applicant interviews in line with our policies, ensuring fairness, transparency, and consistency.
• Customer Enquiries: Strive to resolve tenant enquiries at the first point of contact wherever possible, ensuring a seamless and positive customer experience.
• Tenant Engagement: Work closely with the Tenant Engagement Officer to promote involvement opportunities and support the delivery of customer service initiatives.
• Equality & Safety: Uphold the Association’s Equality, Diversity and Inclusion Strategy and ensure compliance with Health & Safety policies, maintaining a safe and respectful working environment.
• Emergency Contact: Act as an emergency contact for out‑of‑hours situations when required.
• Collaboration: Build and maintain positive working relationships with tenants, colleagues, and management.

We’re looking for someone with:

• Proven experience working with the public in a senior customer service role, either face‑to‑face or over the phone.
• Strong IT skills and the ability to manage and coordinate a team effectively.
• Experience in managing responsive repairs within the housing sector.
• A proactive, solution‑focused approach and a passion for delivering excellent customer service.

If you’re ready to make a real difference and lead a team that puts tenants at the heart of everything we do, we’d love to hear from you.

Apply now and help shape the future of our customer service delivery.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service, Management, and Strategy/Planning

Industries

Non‑profit Organizations and Civic and Social Organizations

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