Job Description

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 changeAbout 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 periodWhat’s on Offer:

Temporary contract until 31st September initially

Hybrid working available (typically 2–3 days office-based)

37 hours per week

Immediate start availableIf this Customer Service Team Leader role is of interest please apply or contact (url removed)