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: 25th 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 forcandidates who have had one unsuccessful application/interview process withL&Q for the same or similar role in the previous 12 months. (remove ifinternal only) Please click here 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 either in Stratford, London, or Trafford, Manchester. As this is a home-based role, you'll need a quiet and suitable workspace with a desk and chair where you can work comfortably. You'll also be responsible for having a reliable broadb