Customer Care & Quality Team Leader

Location:

Hybrid / Islington, London or Manchester

Salary:
London - £37,854 - £47,319 per annum / National - £34,869 - £43,586 per annum

Hours:

36 per week

Contract Type:
Permanent

We’re seeking a Customer Care & Quality Team Leader who can guide and develop a team of Customer Care and Quality Executives to ensure that every customer receives the best service throughout their journey. In this operational role, you’ll play a crucial part in helping us achieve our mission: ensuring that any defects in our customers' new homes are resolved promptly and handled with care, professionalism, and empathy.

• Supervise the team's day‑to‑day performance and ensure that processes are followed.
• Maintain consistently high service levels and meet objectives related to productivity and turnaround times.
• Monitor and enhance the use of the CRM system.
• Lead by example, motivate the team, and empower staff to take pride and ownership of their work.
• Drive positive change and continuous improvement through data‑driven decision making.
• Manage resources effectively to maximise team potential.
• Serve as the main point of escalation for complex customer cases.

• Proven experience in leading and developing high‑performing teams.
• Excellent communication skills and the ability to influence colleagues and customers.
• Strong analytical skills with a keen eye for performance data.
• Experience in resource management and process improvement.
• Demonstrated ability to motivate others and foster a culture of ownership.
• Valid UK working rights and willingness to travel across the region.

• Hybrid role: office in London or Manchester with required in‑office days.
• Work from home and office at least 3 days per week.
• Eligible candidates must reside in England or Wales during employment period.
• Salary aligned to the London or National pay scale depending on location.