Customer Relations Team Leader

4 days ago


Eastleigh, United Kingdom Abri Full time

We’re proud to say our customers are at the heart of all we do, and one of our top priorities is hearing what they have to say, investigating what happened, learning what we can do better, and making amends when we may not get something quite right. That’s why we need you.

We’re seeking an experienced team leader to join us on a 12-month fixed term contract to manage a team of our Complaints Officers mainly based in Eastleigh. You’ll lead and motivate them to ensure we’re offering a great service to our customers and timescales are met.

We’ll need you to create and maintain a positive complaint handling culture among colleagues, along with the other Customer Relations Team Leaders, working closely with departments across the business to support your team in getting the best possible outcome for our customers.

You’ll also need to be confident in talking to customers when the need arises and able to make confident decisions to support your team in finding solutions.

You’ll act as an ambassador for Abri, championing our customer-first approach throughout the complaint journey, ensuring not only that things are put right, but also where we can do things better for our customers.

If this sounds like you, we want to hear from you

Abri is a large housing provider who own and manage over 50,000 homes and various community assets, serving 114,000 customers. Silva Homes joined Abri in October 2023 making the group a financially stronger and more resilient organisation. To help deliver our services Abri work with 36 local authorities and 63 different parliamentary constituencies alongside partners in our community.

Silva will operate as a separate legal entity under the Abri Group umbrella before fully transferring in 2024.

We believe everyone has the right to a good quality safe, warm and sustainable home in a community where they can belong, grow and thrive. What does that look like in real terms?

We’re investing £689m over the next ten years in our existing homes to improve building safety and make them more energy efficient.
- We’re delivering 10,000 homes by 2030, ensuring affordable housing is built where it’s needed most
- We’re investing in our communities, to address local issues and create opportunities for everyone

As we grow, we’re re-establishing our strong local presence to provide a really good service. Abri has adopted a regional approach to service delivery, with our operating areas split into three, each with their local governance and leadership. This will ensure our colleagues are more visible, accountable and better connected to our customers and local communities to meet their diverse needs.



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