Customer Service Team Leader

Customer Service Team Leader

Title:

Customer Service Team Leader

Contract Type: 6 month fixed term contract, Full time, 35 hours

Salary starting: £42,149 per annum to £46,410 per annum (London weighted salary) or £37,573 per annum to   £41,541per annum (Regional salary), (Dependant on experience)

Grade: 8

Reporting Office:
London, Stratford or Manchester, Trafford

Persona:
Homebased Worker:
Contractual hours to be worked on a remote basis, with ad hoc office attendance as required.

Working Pattern:
Monday to Friday, shifts been 8:00am - 6:15pm
Closing Date: 25 th September 2026

Benefits  include:  Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and  many more ...

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

L&Q reserves the right to not progress applications for candidates who have had one unsuccessful application/interview process with L&Q for the same or similar role in the previous 12 months. (remove if internal only)

Please  for the role profile -  Customer Service Team Leader.docx

Join our award-winning Customer Service Centre at L&Q!

At L&Q, we're passionate about delivering outstanding customer experiences and inspiring teams to achieve excellence. That's why we're looking for a dynamic leader to join us and make a real impact in our fast-paced inbound customer service centre.

As a Customer Service Team Leader, you'll lead and motivate a large team of up to 17 people, driving performance and ensuring first-class service for our residents. You'll bring proven experience in managing high-volume customer service environments and a talent for coaching and developing people to reach their full potential.

If this sounds like you, we would love for you to apply!

Your Impact in the Role:
Leading from the front, setting the standard for excellence and stepping in to support your team when needed.
Driving performance to meet and exceed KPIs while fostering a culture of accountability and success.
Acting as a confident and effective coach, inspiring and developing your team to deliver exceptional customer service.
Promoting collaboration across teams and championing a right-first-time approach for every customer interaction.
Playing a key role in leading change initiatives, ensuring processes are efficient and customer experiences are consistently outstanding. What You'll Bring:

To excel in this role, you'll bring together strong leadership, adaptability, and a genuine passion for delivering outstanding customer service.  
Have a proven track record of coaching and developing team members while achieving departmental goals and managing a remote team.
A proactive, hands-on approach-leading by example and stepping in to handle customers enquires at peak times.
Exceptional communication skills with the ability to promote collaboration across teams, with excellent stakeholder management.
Self-driven and resilient, with a creative, solution-oriented mindset.
Analytical and detail-oriented, you identify issues in data, systems, and reporting, driving creative, solution-focused outcomes.
Results-driven, consistently aiming to meet and exceed KPIs, while thriving in a fast-paced, dynamic environment.
Proven experience in leading a team to manage digital platforms and communication with customers. Homebased roles:

We'll provide you with all the equipment you need to get started, including a laptop, monitor, keyboard, mouse and headset. These items can be collected from one of our offices…