Customer Service Team Leader

REED Talent Solutions
East London, UK
25 May 2019
24 Jun 2019
Contract Type
Full Time
About Us

One Housing helps people to live better by providing high quality homes and care across London and the South East. We manage approximately 17,000 homes and have plans to build 5,000 over the next ten years. We also support over 9,000 people to help them live independently.

Our vision is to create places for people to call home and support them to live well. We do this by ensuring our five core values are embedded in everything we do, and by creating teams of dedicated people who share these values and actively contribute to achieving our shared vision.

We have an opportunity for a Team Leader to join our team in Sutton's Wharf South on a part time basis (19 h per week; 12 months FTC). This role is responsible to the Customer Service Manager and will manage and support the day to day responsibility for the Customer Service Centre - General Queries Team for One Housing.

This role would be suitable for candidates with the right skills and experience who also shares One Housing's values and will make an active contribution to achieving our vision.

The role

The role will sit within the Customer Operations department, which delivers a range of customer services through front line teams and specialist teams for our residents. This includes the corporate Customer Service Centre, income collection, Right to Acquire and staircasing's, allocations and resident management and rent and service charge setting. Customer Operations also provides legal services to the organisation.

  • Day to day management of the General Enquiries Team and their respective service functions while reporting to the Customer Service Manager
  • Managing the resources of the team, allocating work and determining priorities daily
  • Responsible for the development and effectiveness of the team through regular support
  • Completing detailed call evaluations and audits and provide coaching to ensure exemplary customer service is being delivered.
  • Supporting relevant departments across One Housing with the aim of resolving customer enquiries at first point of contact and nurturing a continuous improvement culture across the business.
  • Leading, promoting, managing and improving customer services through various channels (calls, emails, social media, live chat etc) and technology solutions both internally and with external customers.
  • To achieve all personal or business objectives, measures or targets, service level agreements and quality standards to maximise customer satisfaction.
  • To work in a collaboratively and supportive way with internal colleagues, partners and other stakeholders to ensure the best possible experience is delivered for our customers in a professional, friendly and empathic way.

Required skills/experience
  • The ability to resolve challenging customer queries with a focus on resolution
  • Wider understanding and insight into property management related functions
  • High level IT skills to optimise work, communications and working in an agile way
  • Ability to build effective links across all departments
  • Commitment to delivering exemplary customer service
  • A continuous service improvement culture and root cause problem solving
  • Flexible and dynamic, able to adapt, lead and support improvement and modernisation


We want to support our colleagues to live well, through our offer of Benefits and Recognition, and by focusing on your Wellbeing.

Our Life@One colleague offer, includes the following excellent benefits:
Salary - £30 000 - £32 000 (Pro Rata)Annual leave - 28 days + bank holidaysPensions - One Housing is a sector-leader in the contributions we make to our colleagues' pensions.Buying and selling annual leave - We know that getting the balance right between work and home life is a big part of supporting our colleagues' wellbeing.Paid time off to volunteer in our communities.Season ticket loansA healthcare cashback plan - allowing you to claim back cash for you and your family's routine healthcare.Collea...

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