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.
Skills & ExperienceEssential
- Previous experience in administration, scheduling, coordination or customer service, ideally within a busy operational environment.
- Previous experience of leading, supervising or supporting a team.
- Strong IT skills, including Microsoft Excel, Outlook and Word, as well as CRM and scheduling systems.
- Excellent verbal and written communication skills.
- Strong organisational skills with excellent attention to detail.
- Ability to prioritise workloads and remain calm and effective under pressure.
- Strong problem-solving skills with a proactive approach to resolving issues.
- A team player who is confident taking ownership and supporting colleagues.
- Ability to manage competing priorities within a fast-paced, high-volume environment.
Desirable
- Experience within social housing, property services, electrical compliance or facilities management.
- Experience working with EICR, compliance or planned maintenance programmes.
- Experience managing customer service or scheduling teams.
- Experience working against KPIs, SLAs and contractual performance targets.
What We Offer
- Permanent, full-time position
- Opportunity to progress within a growing business
- Supportive working environment
- Training and development opportunities
- Opportunity to make a real impact on customer experience and operational performance
Join Our Team
This is an excellent opportunity for an experienced Customer Service or Operations professional looking to take the next step in their career and move into a team leadership position.
If you're organised, driven, commercially aware and enjoy getting the best out of people, we'd love to hear from you.