Customer Services Team Leader

About the role

We are looking for an experienced and compassionate Customer Services Team Leader to join a leading charitable organisation in London. The role involves leading a welfare team, overseeing high‑quality support services and delivering positive outcomes for individuals facing financial hardship, health challenges or family difficulties.

Key responsibilities

• Lead, motivate and support a team of case managers.
• Conduct regular one‑to‑one meetings, team meetings and performance reviews.
• Monitor workloads, allocate cases effectively and ensure timely service delivery.
• Identify training and development opportunities for the team.
• Support recruitment, onboarding and induction activities.
• Provide guidance on complex and sensitive welfare cases.
• Ensure person‑centred, outcome‑focused support plans are regularly reviewed.
• Develop internal and external learning programmes.
• Make fair, consistent, policy‑compliant grant decisions.
• Maintain accurate case records and GDPR compliance.
• Produce reports on team performance and service outcomes.
• Stay up‑to‑date with welfare, benefits, mental health and safeguarding best practice.

Required profile

• Previous experience managing or supervising a team.
• Experience supporting vulnerable individuals through advice, welfare or case management services.
• Strong communication and stakeholder engagement abilities.
• Ability to manage complex and sensitive situations with empathy and professionalism.
• Excellent organisational skills and capacity to balance competing priorities.
• Knowledge of safeguarding, welfare support, benefits, grants or charitable services.

Required skills

What we offer

• Salary £30,000‑£40,000 per year.
• Hybrid working (office and remote).
• Fixed‑term contract until 31 March 2027.
• Opportunity to lead a dedicated welfare team within a respected charity.