Customer Service Team Lead

Job Description

Team Lead – Customer Service Advisor

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Location: Brentwood (Office-based)

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Contract: Full-time, Permanent

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About the Role

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We are looking for a highly organised, proactive and performance-driven Team Lead to join our Customer Service team and support the operational delivery of our Electrical EICR and compliance contracts.

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This is a key leadership role responsible for ensuring testing and remedial programmes are planned, scheduled, coordinated and delivered efficiently, while maintaining excellent communication between residents, engineers, clients and internal teams.

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You will act as the operational link between Customer Service, Scheduling, Contract Management and Engineering, taking ownership of service delivery performance, appointment scheduling, resource planning and team performance.

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If you thrive in a fast-paced, high-volume environment, enjoy leading and developing people, and are passionate about delivering excellent customer service and operational standards, this could be the perfect opportunity for you.

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Key Responsibilities

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• Lead and oversee the scheduling and coordination of planned electrical testing and remedial works, ensuring appointments are booked in line with programme milestones and contract priorities.

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• Provide operational leadership and day-to-day support to Service Delivery Coordinators, Scheduling and Customer Service teams.

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• Manage and balance workloads across the team to ensure performance, compliance and client targets are consistently achieved.

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• Oversee shared inboxes, scheduling systems, trackers and performance dashboards, ensuring accurate data and timely responses.

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• Act as the first escalation point for scheduling issues, service delivery risks, resident complaints and system/process issues.

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• Maintain accurate operational records, trackers, certification logs and performance information.

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• Lead the onboarding, training and development of new team members, ensuring employees understand processes and performance expectations.

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• Work closely with Contract Management, Planning and Operations to align appointment availability with resource capacity and delivery requirements.

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• Identify and implement process, workflow and system improvements to improve efficiency, quality and customer experience.

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• Ensure consistently high standards of communication with residents and clients, demonstrating professionalism, empathy and compliance with data protection requirements.

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• Provide operational cover during peak periods or resourcing gaps, including supporting phones, scheduling and work allocation where required.

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• Take responsibility for absence management, Return to Work meetings and annual leave planning to ensure appropriate departmental cover.

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• Conduct 1-to-1s, performance reviews and capability management alongside the Customer Relations Manager.

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• Identify training and development requirements and implement appropriate development plans.

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• Lead daily and weekly team briefings and support remote workers to maintain consistent standards.

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• Mediate team disputes and resolve escalated customer issues professionally and effectively.

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• Build a culture of accountability, ownership, high performance and continuous improvement across the department.

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Skills & ExperienceEssential

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• Previous experience in administration, scheduling, coordination or customer service, ideally within a busy operational environment.

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• Previous experience of leading, supervising or supporting a team.

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• Strong IT skills, including Microsoft Excel, Outlook and Word, as well as CRM and scheduling systems.

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• Excellent verbal and written communication skills.

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• Strong organisational skills with excellent attention to detail.

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• Ability to prioritise workloads and remain calm and effective under pressure.

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• Strong problem-solving skills with a proactive approach to resolving issues.

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• A team player who is confident taking ownership and supporting colleagues.

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• Ability to manage competing priorities within a fast-paced, high-volume environment.

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Desirable

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• Experience within social housing, property services, electrical compliance or facilities management.

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• Experience working with EICR, compliance or planned maintenance programmes.

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• Experience managing customer service or scheduling teams.

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• Experience working against KPIs, SLAs and contractual performance targets.

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What We Offer

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• Permanent, full-time position

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• Opportunity to progress within a growing business

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• Supportive working environment

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• Training and development opportunities

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• Opportunity to make a real impact on customer experience and operational performance

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Join Our Team

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This is an excellent opportunity for an experienced Customer Service or Operations professional looking to take the next step in their career and move into a team leadership position.

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If you're organised, driven, commercially aware and enjoy getting the best out of people, we'd love to hear from you.

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