Customer Service Team Leader (12 months)

Salary:

£31,201 per annum (12 month contract)

Location:

Leeds Media Centre, 21 Savile Mount, LEEDS, LS7 3HZ

Hours:

35

Advert: Customer Service Team Leader – strictly no agencies

Working Location: Our office is at 113-117 Chapeltown Road, LEEDS, LS7 3HY. You will be based at the Leeds Media Centre, 21 Savile Mount, LEEDS, LS7 3HZ.

Salary: £31,201 per annum (under review)

Hours of Work: 35 hours per week, to be worked Monday to Friday. You must be available on site to meet business and customer needs.

Benefits: 27 days leave plus bank holidays, Occupational Pension Scheme, flexible working (subject to business and customer need) and family-friendly policies.

Objectives of the post:

• To support the Housing Operations Directorate and Enterprise Team to deliver an efficient and effective service.
• To be a strong communicator and accurately record information.
• Be the first point of contact for tenants on all housing matters and tenants of Leeds Media Centre.
• Undertake all actions to provide a high level of customer satisfaction and take ownership of enquiries.

About You
We are looking for someone who is calm, organised, confident and genuinely committed to good customer service. You will have experience of working in a busy customer-facing environment and will be able to support staff to deal with a wide range of enquiries professionally and sensitively.
You will be an excellent communicator who can explain information clearly, handle difficult conversations professionally, and support staff to remain focused on achieving positive outcomes for customers. We are looking for someone with a strong commitment to customer service, a proactive and solutions-focused approach, and the ability to work flexibly as part of a team. You will have excellent customer-facing, administrative and written communication skills, together with strong organisational abilities and attention to detail. The successful candidate will be a good listener, remain calm under pressure, provide clear and accurate information, and be confident engaging with a diverse range of customers and stakeholders.
You will also be confident using IT systems, monitoring work, checking records and helping the team improve standards. The Team have dedicated team training time from 9.00am – 10.30am every Wednesday when calls are not taken. Experience in social housing, repairs, complaints, contact centre supervision or similar front-line team leadership would be a distinct advantage.

Key responsibilities
1. Team leadership and supervision
• Line manage, supervise and support 4 CSA’s.
• Allocate day-to-day work across the team, including reception, telephone, email, repairs administration and general enquiries.
• Provide coaching, guidance and support to help CSA’s deliver a consistent and high-quality customer experience and an efficient repairs service.
• Hold regular check-ins and 1-2-1s with team members to review performance, workload, standards and development needs.
• Promote a positive, accountable and customer-focused team culture.
• Support induction, training and ongoing development for CSAs.
• Deal with low-level performance, conduct or service quality concerns promptly and constructively, escalating where necessary.
• Ensure the team works flexibly to meet service needs, reflecting the expectation in the existing CSA role to be flexible in approaching duties and responsibilities.
2. Customer Service and enquiry handling
• Ensure all enquiries in person, by phone and email are dealt with appropriately, professionally and in a timely manner, reflecting the existing CSA requirement.
• Support the team to be the first point of contact for Unity’s customers, assisting with a range of enquiries and signposting appropriately where needed.
• Promote first-time resolution wherever possible and ensure the team takes ownership of enquiries through to a clear outcome.
• Handle more complex or escalated customer or repair enquiries, including sensitive or challenging situations.
• Model empathy, professionalism and the ability to manage conflict, balancing customer needs with internal requirements.
• Ensure customers receive clear, accurate and accessible information.
• Promote inclusive service delivery, in line with Unity’s corporate task to deliver services that are inclusive and meet the needs of all tenants.
3. Repairs, Rents and Housing Administration
• Oversee effective administration of the repairs process, including call handling, email responses, fault diagnosis, raising jobs accurately, allocating and issuing repair jobs (circa 500-600 per month), managing work in progress, updating records and completing works on the system.
• Support CSA’s to liaise effectively with contractors regarding appointments and repairs queries.
• Ensure rent payments and initial rent account or arrears queries are handled appropriately by the team, where applicable.
• Work closely with housing, maintenance and lettings colleagues to ensure customer enquiries are progressed and not allowed to drift.
• Help ensure anti-social behaviour enquiries are reported and referred in line with current reporting procedures to the Housing Team.
4. Quality, records and follow-through
• Ensure customer contact is recorded accurately and promptly on relevant systems.
• Monitor the quality of notes, actions and follow-up arrangements made by CSAs.
• Make sure customer promises, call-backs, survey follow-ups, repairs updates and written enquiries are completed within expected timescales.
• Identify recurring service issues, missed follow-ups or avoidable complaints and work with managers to address the root causes.
• Support continuous improvement in customer satisfaction, reflecting Unity’s corporate task to contribute to improving customer satisfaction.
• Ensure GDPR requirements are followed in relation to reception and customer information, reflecting the existing responsibility for the reception area and GDPR process.
5. Reception, Facilities and Leeds Media Centre support
• Ensure the reception service is professional, welcoming and well organised.
• Support the team to greet visitors courteously and with respect.
• Ensure visitors, clients, post and deliveries are dealt with appropriately as part of the reception function at Leeds Media Centre.
• Support the Enterprise Manager with customer service and maintenance matters relating to Leeds Media Centre, where required.
• Ensure the reception area is clean, tidy and displays accurate information.

6. Corporate responsibilities
• Support Unity’s vision and corporate objectives.
• Contribute to improving customer satisfaction.
• Deliver services that are inclusive and meet the needs of all tenants.
• Maintain high standards of health and safety in accordance with policy and legal requirements.
• Be positively involved in self-development and participate in training.
• Undertake any other duties appropriate to the role.

Applying for this job
To arrange an informal discussion about the role, please contact ann.foter@unityha.co.uk or 07593 561600 in the first instance.
Whilst we are interested in your work history and experience, demonstrating behaviours, skills, abilities and knowledge and experience can come from a variety of life experiences, not just paid employment. Please feel free to use examples from all areas of your life that are relevant to the requirements of the role. We also want you to tell us why you have a passion for working for Unity and why you are the colleague we need.
To apply, please submit your CV together with a covering letter demonstrating how you meet the person specification of the role to recruitment@unityha.co.uk.
Be yourself!
Please ensure your application is your own work and genuinely reflects your experience, achievements and motivations. We are looking to understand you as a candidate, rather than any content generated by AI tools.

If you are selected for an interview, you will be asked to provide photo identification and proof of eligibility to work in the UK.

Due to the volume of applications, we reserve the right to withdraw this vacancy at any time, so please apply as soon as possible.

Closing date: 4 September 2026