Housing Contact Centre Team Leader

About the role

We are seeking an experienced Housing Contact Centre Team Leader to manage a high‑performing team delivering multi‑channel support for housing‑related enquiries. You will coach advisors, ensure first‑contact resolution and maintain a positive customer experience across all touchpoints.

Key responsibilities

• Lead, motivate and develop a team of Customer Service Advisors.
• Monitor performance, provide regular feedback, coaching and support.
• Handle escalated or complex enquiries and complaints.
• Allocate resources and manage workloads to meet service‑level targets.
• Analyse call volumes and staffing needs to maintain performance standards.
• Drive continuous improvement using service data and customer insight.
• Ensure accurate use of CRM, telephony and digital systems and maintain clear records.
• Support delivery of projects and organisational change initiatives.

Required profile

• Proven experience leading teams in a contact‑centre or customer‑service environment.
• Strong background in handling complaints and complex customer issues.
• Ability to coach, motivate and develop team members.
• Empathy and professionalism when supporting vulnerable or sensitive customers.
• Good understanding of GDPR and data‑protection requirements.

Required skills

• Microsoft 365
• CRM systems
• Call‑centre telephony platforms

What we offer

• Full‑time permanent role (Monday‑Friday, 9am‑5pm).
• Competitive salary between £32,000 and £34,000 per year.
• Opportunity to lead a dynamic team in a regulated housing environment.