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 katie.cox@niyaapeople.co.uk
#J-18808-Ljbffr”, “datePosted”: “2026-05-19”, “hiringOrganization”: { “@type”: “Organization”, “name”: “Niyaa People”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__435988355__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=33417” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “Pembroke” } } }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 katie.cox@niyaapeople.co.uk
#J-18808-Ljbffr…