Customer Services Team Leader

• Job Type: Temporary to permanent
• Location: Norwich
• Salary: £30,296 per annum (£15.75 per hour plus holiday pay whilst temping)
• Location: Norwich, NR6

We are looking for a Customer Service Team Leader who is passionate about delivering the right outcomes for customers, the team, and the business. This role is crucial in influencing performance to ensure a consistent, positive customer experience is delivered daily. You will be driving performance in a culture of transparency, ownership, and accountability.

• Oversee the Repairs Service Diagnostic Team to ensure calls are handled correctly and professionally, achieving KPIs and high levels of customer satisfaction.
• Produce and use monthly individual productivity reports at 1:1 and appraisals, review teamwork in progress daily to maximise productivity.
• Take ownership of customer enquiries via email, phone, and face-to-face, demonstrating excellent communication skills and providing first-class customer service.
• Ensure accurate diagnosis of repair jobs, guiding residents through the process to capture as much information as possible for a ‘first time fix’.
• Deal with stage 0 complaints to resolve at the first point of contact and avoid escalation.
• Operate a range of IT systems to provide clients and customers with information and services to resolve their enquiries at first point of contact.
• Work as part of the wider team, providing support to colleagues to contribute to enhanced organisational performance.
• Deal with a broad range of customers with different needs and vulnerabilities, sometimes involving complex and difficult situations.

• Demonstrated experience in a customer service role.
• Excellent communication skills, both verbal and written.
• Ability to work effectively both independently and as part of a team.
• Strong IT and systems operation skills.
• Resilience in dealing with complex situations and challenging behaviour.
• Experience in performance and team management.
• Commitment to continuous improvement and innovation in customer service.