An established social housing provider in West Wales is seeking an experienced Customer Service Team Leader to oversee its customer contact team during a period of internal transition. This interim opportunity will involve managing a small team of approximately 4-5 FTE Customer Service Advisors who handle a broad range of tenant enquiries relating to housing management services . The successful candidate will provide confident day-to-day leadership, performance management, coaching, and operational support to ensure the team delivers an excellent customer experience.

Key Responsibilities of a Customer Service Team Leader:

Leading and supervising a small customer service/contact centre team
Managing day-to-day team performance, attendance, and productivity
Coaching and supporting advisors to deliver high-quality customer service
Managing challenging performance or behaviour issues where required
Monitoring customer enquiries and ensuring effective resolution