Customer Service Team Leader

Niyaa People Ltd

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 change
About 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 period
What’s on Offer:
  • Temporary contract until 31st September initially
  • Hybrid working available (typically 2–3 days office-based)
  • 37 hours per week
  • Immediate start available
If this Customer Service Team Leader role is of interest please apply or contact (url removed)
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