Customer Service Team Leader

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

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