Wandle Housing Association Limited.
Contact Centre Team Leader
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Permanent - Full Time - Hybrid working (2 office days per week) - £40,000 per annum
Do you have a passion for excellent customer service and a talent for leading teams? We're seeking a dynamic Contact Centre Team Leader to manage and motivate up to 12 Customer Service Advisors, ensuring every tenant experience is outstanding.
What You'll Do:
- Oversee enquiries across calls, emails, chatbots, and social media - ensuring timely, quality responses.
- Manage key service areas like Repairs and Neighbourhood and build strong contractor relationships.
- Lead weekly team meetings and training through our Contact Centre Academy.
- Monitor performance and efficiency - keeping wait times low and resolving complex complaints at first contact.
- Drive continuous improvements, resource planning, and budget management, while embodying our Wandle values.
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What You Bring:
- Proven call centre leadership experience, ideally in Social Housing.
- A solid grasp of contact centre operations and Tenant Satisfaction Measures.
- A Chartered Institute of Housing qualification or the drive to train and achieve it.
- Superb communication, analytical, and motivational skills - plus strong Microsoft Office proficiency.
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If you're ready to inspire your team and make a real impact, we want to hear from you. Apply now and lead us towards operational excellence!
Please apply with your CV and supporting statement outlining why you should be our next Contact Centre Team Leader.
Closing date: 5th July 2026 at 11:59pm
Shortlisting: 6th July 2026
Interviews: Week commencing 13th July 2026
Please note, Wandle is not able to support any visa sponsorship requests. You need to have the right to work in UK to be considered for this role.
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