Customer Services Team Leader

6 days ago

Park Street, Hertfordshire, United Kingdom HYDE HOUSING ASSOCIATION Full time

Customer Services Team Leader

London Bridge

£37,000

Hyde is looking for a Customer Services Team Leader to join our collaborative and values-driven team. This is a fantastic opportunity to grow your career in a supportive environment that champions employee wellbeing, continuous learning, and long-term development.

As a Customer Services Team Leader at Hyde, you will lead and develop a team of Customer Service Officers to deliver an excellent, multi-channel frontline service. You'll play a key role in ensuring customer enquiries are resolved efficiently, service standards are consistently met, and customer satisfaction remains at the heart of everything we do.

Key Duties

  • Lead, motivate and develop a team of Customer Service Officers to deliver a responsive, high-quality customer service across telephone, email, web and written correspondence
  • Proactively manage and resolve escalated customer enquiries, ensuring timely outcomes and high levels of resident satisfaction
  • Monitor team performance against KPIs, using real-time and historical data to drive continuous service improvement
  • Support effective use of CRM systems and performance reporting to ensure accurate records and insight-led decision making
  • Coach, support and performance-manage team members through regular one-to-ones, quality monitoring, and development planning

Why Join Hyde?

Hyde is part of the Hyde Group, one of the UK's leading housing providers, managing and owning around 120,000 homes nationwide. We're committed to building safe, sustainable communities where people can thrive. With a strong social purpose, long-term investment plans, and a focus on innovation, Hyde is a place where you can grow your career while making a real difference.

As a Customer Services Team Leader, we're seeking someone who can bring:

  • Proven experience leading or supervising a customer service or contact centre team
  • Strong communication, coaching and people-management skills
  • A proactive, customer-focused mindset with a passion for service excellence
  • The ability to analyse performance data, manage priorities, and confidently handle escalated or complex customer issues

The Benefits of Joining Hyde

  • Excellent pension scheme
  • Generous holiday allowance
  • Life assurance
  • Award-winning flexible benefits platform
  • Support for learning and career development
  • Hybrid working options available

Diversity, Inclusion & Accessibility

Equity, diversity, and inclusion are at the heart of who we are at Hyde. We're committed to creating a workplace where everyone feels respected, valued, and able to be their authentic selves. By embracing different perspectives, backgrounds, and experiences, we unlock innovation and reflect the diverse communities we serve. At Hyde, inclusivity isn't a one-off initiative — it's embedded in our culture and central to how we work every day.

As a Disability Confident Employer, we're committed to providing reasonable adjustments throughout the recruitment process and beyond.

We reserve the right to close this advert early if a suitable candidate is identified

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