Customer Services Team Leader

**Are you looking for a role leading a team to make a real difference to our customers lives?**

**Are you passionate about helping people live independently in their homes?**

We’ve got a great opportunity to **lead a team of 6 telecare colleagues**in delivering excellent customer services and technical support across Lincolnshire, which allow customers to live independently in their own homes. You'll lead a team that installs, maintains and makes sure that customers are confident and happy using their digital lifeline equipment—such as pendants, key safes, fall detectors, and chair sensors

You’ll work closely with teams across the customer department to spot people who need extra help. You’ll connect them with the right partner organisations so they can get a wider range of support, helping them live independently as part of LHP’s strategy.

**Location**:Boston

**Salary**:£31,770 (plus approx £3K per year for being part of call out rota)

**Contract**:Permanent

**Hours**:37 hours per week. (Monday - Friday)

You’ll also be on call for emergencies one week out of every four, helping us respond quickly when urgent issues arise

**This is what a typical week would look like**:

- Start the week by reviewing performance dashboards and real-time data. Analysing our SLAs and KPIs
- Host a team briefing—celebrate wins, share updates, and set goals for the week.
- Meet with the Independent Living & Support Services Manager to review service standards and discuss any escalations or partnership updates.
- One-to-one coaching sessions with advisors. You’ll offer feedback, support development, and reinforce our continuous feedback approach
- Analyse customer data from the lifeline monitoring system. Spot patterns, identify support needs, and plan improvements.
- Review weekly reports from partner agencies—flag any issues, adjust Telecare packages, and notify relevant teams.
- Join a cross-functional meeting to align with the wider customer directorate on the Independent Living Strategy.
- Review marketing and sales approach ensuring our service office stays current attractive whilst delivering return on investment for LHP.
- Collaborate on projects to continuously develop the Telecare and monitoring service offer for both customers and corporate clients
- Catch up with suppliers to discuss ongoing trials or explore new technical solutions.
- Oversee installations and support the team with any complex cases. Step in to complete an install if needed.
- Conduct monthly call quality evaluations—analysing if we are meeting our customer care standards
- Complete invoicing for corporate customers and check in on stock levels and budget tracking.Finalise and submit monthly reports on installs, cancellations, and repairs

**This is what you’ll need to thrive in this role**
- Experience leading a team in a customer-focused environment.
- Strong communication and coaching skills.
- Experience in holding contract meetings and holding contractors to account around the service they deliver.
- Confidence using data to spot trends and improve performance.
- A proactive, problem-solving mindset.
- Comfortable working with technology and open to learning new systems.
- Organised, with good attention to detail and the ability to manage multiple tasks.
- It’s a bonus if you have:

- Knowledge of Telecare or Technology Enabled Care (TEC).
- Experience working with external partners or suppliers.An understanding of independent living services.

**Please download the job description to view the full role profile**

**What is Lincolnshire Housing Partnership like to work for?**

We’re a local housing association with our roots firmly fixed in our Grimsby and Boston communities, many of our colleagues were born in the same areas that we serve. This gives our teams an additional sense of purpose to improve the lives of our customers.

Working at LHP offers variety, challenge and the chance to make a real difference - but it’s not always easy. We’re an organisation in transition, which means there’s real scope to shape, influence and grow. For those who thrive in complexity and care about meaningful, values-led work, it’s an opportunity to be part of something that matters and at the end of each day you’ll feel that you’ve made a difference to a customer’s life

**Check out our**Youtube**channel to hear some stories of what it's like to work here**
- As an LHP colleague, you'll receive a whole bunch of benefits, including:

- An employee wellbeing package worth up to £1200 annually through our benefits partner Westfield Health
- Great family leave and maternity policies enhancing colleague well-being and retention
- A superb employer salary sacrifices pension scheme with up to 12% paid by LHP
- 24 holiday days a year (plus bank holidays) which will increase by 1 day per year for the first five years of service
- A Cycle-to-Work Initiative promoting personal wellbeing and environmental awareness
- Discounted shopping vouchers through Westfi