Team Lead – Customer Service Advisor

Location: Brentwood (Office-based)
Contract: Full-time, Permanent

About the Role

We are looking for a highly organised, proactive and performance-driven Team Lead to join our Customer Service team and support the operational delivery of our Electrical EICR and compliance contracts.

This is a key leadership role responsible for ensuring testing and remedial programmes are planned, scheduled, coordinated and delivered efficiently, while maintaining excellent communication between residents, engineers, clients and internal teams.

You will act as the operational link between Customer Service, Scheduling, Contract Management and Engineering, taking ownership of service delivery performance, appointment scheduling, resource planning and team performance.

If you thrive in a fast-paced, high-volume environment, enjoy leading and developing people, and are passionate about delivering excellent customer service and operational standards, this could be the perfect opportunity for you.

Key Responsibilities

• Lead and oversee the scheduling and coordination of planned electrical testing and remedial works, ensuring appointments are booked in line with programme milestones and contract priorities.
• Provide operational leadership and day-to-day support to Service Delivery Coordinators, Scheduling and Customer Service teams.
• Manage and balance workloads across the team to ensure performance, compliance and client targets are consistently achieved.
• Oversee shared inboxes, scheduling systems, trackers and performance dashboards, ensuring accurate data and timely responses.
• Act as the first escalation point for scheduling issues, service delivery risks, resident complaints and system/process issues.
• Maintain accurate operational records, trackers, certification logs and performance information.
• Lead the onboarding, training and development of new team members, ensuring employees understand processes and performance expectations.
• Work closely with Contract Management, Planning and Operations to align appointment availability with resource capacity and delivery requirements.
• Identify and implement process, workflow and system improvements to improve efficiency, quality and customer experience.
• Ensure consistently high standards of communication with residents and clients, demonstrating professionalism, empathy and compliance with data protection requirements.
• Provide operational cover during peak periods or resourcing gaps, including supporting phones, scheduling and work allocation where required.
• Take responsibility for absence management, Return to Work meetings and annual leave planning to ensure appropriate departmental cover.
• Conduct 1-to-1s, performance reviews and capability management alongside the Customer Relations Manager.
• Identify training and development requirements and implement appropriate development plans.
• Lead daily and weekly team briefings and support remote workers to maintain consistent standards.
• Mediate team disputes and resolve escalated customer issues professionally and effectively.
• Build a culture of accountability, ownership, high performance and continuous improvement across the department.