Customer Service Team Leader

Job description

Job title and organisation: Customer Service Team Leader - Unity Housing Association
Salary: £31,201 (under review)
Hours: 35 per week
Contract: Fixed Term for 12 months
Location: Leeds Media Centre, 21 Savile Mount, Leeds LS7 3HZ
Closing Date and Time: Friday 4 September 2026 at Midnight

As Customer Service Team Leader you will lead and support the day-to-day operation of Unity's Customer Service responsibilities and support both the Housing Operations Directorate and the Enterprise functions to deliver an efficient and effective service. You will communicate strongly, accurately record information, act as first point of contact for tenants and Leeds Media Centre business tenants, and take ownership of enquiries to achieve high customer satisfaction.

You will supervise 4 Customer Service Assistants, ensuring they are well supported, clear about expectations and confident in dealing with a wide range of customer enquiries. You will monitor workloads, support quality standards, coach staff, meet KPI's, support the administration of customer complaints within strict target timescales, deal with escalated enquiries and help the team work positively with colleagues, other teams, contractors and customers.

You will also play a key role in strengthening customer care, ensuring that customer contact is followed through, actions are recorded accurately, repairs enquiries are raised and handled effectively, and customers receive clear, timely and professional responses.

The full job pack can be found on our website www.unityha.co.uk

To apply, please submit your CV together with a covering letter demonstrating how you meet the person specification of the role to [email protected] . Strictly No Agencies.

The above post is not a Leeds City Council vacancy and has been advertised on behalf of the relevant organisation. To apply please follow their application instructions.
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