Customer Service Team Leader

Working hours

Full time - 37 hours per week

Schedule type

Hybrid working – 6 months office based (whist training) / After expected office days 2-3 days per week, however this is dependent on business needs.

Are you ready to make a real difference in people’s lives while building a rewarding career? At Raven Housing Trust, we’re passionate about creating safe, healthy homes for our residents—and we’re looking for someone who shares that commitment.

As a Customer Service Team Leader, you’ll join a forward-thinking customer service team tackling some of the most important challenges in housing today. This is your chance to play a key role in improving living conditions and shaping services that truly matter.

This is more than a job—it’s an opportunity to be part of a team that values innovation, collaboration, and customer focus. At Raven, we empower our people to lead with purpose. You’ll join an organisation that values belonging, ownership, and collaboration—where your voice matters and your impact is felt across our communities. We’re proud of our inclusive, supportive culture and our commitment to professional development.

What you'll be doing

In this role, you’ll play a crucial part in ensuring our teams have the tools, knowledge, and processes they need to deliver a high‑quality service.

You will

• Motivate, coach, and develop team members to deliver excellent customer service. Whilst monitoring and managing performance, providing clear feedback and support.
• Ensure customer enquiries are resolved promptly with high-quality responses and step in to provide support for any escalated or complex complaints.
• Allocate and manage resources to meet service levels / priorities and monitor call volumes, opening hours, and staffing to maintain service standards.
• Balance empathy and professionalism when supporting vulnerable customers. Use management information to identify trends, risks, to improve the customer experience and increase satisfaction.
• Lead the team through projects and organisational change (e.g., tiered call centre transition, Better Connected).
• Ensure consistent and accurate use of CRM, telephony, and digital systems. Whilst maintaining accurate customer records and support effective reporting.

What we’re looking for

We’re looking for someone with

• Proven experience of working in a Call centre and with relevant Phone / IT Systems including Microsoft 365.
• Experience of successful complaint handling and resolution processes.
• Principles of customer experience and first contact resolution.
• Understanding of how GDPR and protecting customer data relates to role.
• Proven experience of leading and motivating a team in a contact centre and/or customer service environment.
• Ability to negotiate and handle sensitive situations with vulnerable customers.
• Ability to understand data and apply it to improving services.
• An understanding of Housing Legislation and regulatory framework, rent processes, repairs knowledge, safeguarding and housing ombudsman code of practice.

Why join Raven?

At Raven, we’re more than just a housing association — we’re a community‑focused organisation committed to creating positive change.

You’ll be joining a supportive, forward‑thinking team where your ideas and expertise will genuinely make a difference.

You will also share our values: earning trust by being open and accountable, listening with an open mind, working collaboratively, and caring about making things better.

Further information

As a Disability Confident Committed employer, we run a guaranteed interview scheme for disabled applicants. If you meet the essential criteria listed in the job description for this position and would like to be considered under this scheme, please state this in your application.

All data collected is anonymous and has zero bearing on your application. If there is anything we can do to accommodate your specific situation, please let the recruitment team know.

When you apply for the role, the full job advert will open