Role Title: Customer Services Team Leader
Hours: 35 hours per week, Monday-Friday
Salary: £30,594-£38,243 per annum (salary offered dependent on experience)
Contract: FTC until April 2025

You’ll be managing a team of Customer Services Advisors, ensuring that they achieve a high standard of customer service quality and meet targets for performance, productivity, and attendance.

Experience of working in a call centre environment, and use of call centre telephony systems is essential, as well as knowledge of using database systems.

We support agile working, so you’ll be provided all IT equipment to work flexibly between your home, and our Dartford office.

Who are we?
We’re one of the top 30 housing associations in England, with homes spreading across London, Kent, Essex and Sussex. Our financial strength puts us in a good position to rise to challenges and plan for the future.  Our purpose is to “open doors to better lives for our customers”.  We thrive to be customer pioneers; providing a great customer experience.

We are also proud to announce that we have been awarded an accreditation for ‘The Sunday Times Best Places to Work’ 2024, based on our employee feedback.

Your key tasks will include:

• Managing and supporting a team of Customer Service Advisors on a day-to-day basis.


• Monitoring the level of customer service through call monitoring and “at desk” reviews and take appropriate steps to ensure high levels of customer satisfaction at all times.


• Managing individual performance to ensure all staff contribute towards the success of the team, and to use management information to identify areas for improvement and to take appropriate steps to manage poor performance.


• Using one to one coaching and structured training sessions to ensure all staff have the knowledge, skills and behaviours required for their role.


• Ensuring good communication across the team and department.


• Managing the Customer Service Centre in the absence of the Head of Customer Service Centre, reporting to the Director of Customer Experience.


• Taking ownership and responsibility for any service-related complaints / queries from customers ensuring that the customer experience is positive, professional and within set timescales at all times.

You’ll have:

• A good standard of education with good skills in English and maths.


• Knowledge of using database systems – entering, accessing data and running reports.


• A good understanding of use of MS excel.


• Experience of a call centre environment and use of call centre telephony systems.


• Desirable to have an understanding of the Housing sector and responsibilities of social landlords.


• Desirable to have 6-12 months’ experience of supervising a small team of staff.

To view the full job description, please click here: https://shorturl.at/DB7Js

In return, you’ll receive:
A range of benefits. For more info, check out our employee benefits video here: Our employee benefits: what we can offer you (youtube.com)

Want to know more about Moat? 
Check out our social media feeds!
Twitter: @moathomes
Instagram: @moathomes

Interested in applying? We want to hear from you!
If interested, please apply by 11pm on Monday 4 November 2024 by submitting an application form on our website at https://tinyurl.com/46d96aus

We encourage you to apply early, as we may close the advert before this date if we receive good interest. We're looking forward to reading your application!

Please note we will no longer be accepting CV’s as part of the recruitment process. All candidates must now complete an application form on our career’s website.

If you require any additional adjustments to the recruitment process, please email peopleservices@moat.co.uk