Watford
Salary: £42,976
37 hours per week
The Vacancy
37 hours per week (requests for part-time work considered)
Introduction to the role
At Chime Housing, we provide homes and services that help people and communities thrive. We're looking for a passionate and experienced Customer Relations Team Leader to lead our neighbourhood-based housing management services and make a real difference to our customers' lives every day. In this key leadership role, you'll manage a team of Neighbourhood Officers and ASB & Sustainment Officers, ensuring customers receive a high-quality, responsive and professional service throughout their tenancy journey.
Role purpose
To lead and develop a team delivering customer-focused housing management services, ensuring effective tenancy management, neighbourhood management, tenancy sustainment, safeguarding and anti-social behaviour services. You will drive performance, continuous improvement and excellent customer outcomes while supporting Chime's strategic objectives and values.
What’s the role?
Key Accountabilities:
* Lead, motivate, coach and develop a team of Neighbourhood Officers and ASB & Sustainment Officers.
* Oversee the delivery of tenancy management, tenancy sustainment, neighbourhood management and anti-social behaviour services.
* Monitor performance against service standards and KPIs, using data to drive service improvements.
* Conduct regular one-to-one meetings, team meetings and performance reviews to support colleague development.
* Provide expert advice and guidance on tenancy management, safeguarding and anti-social behaviour casework.
* Investigate and resolve customer complaints and service concerns, ensuring positive customer outcomes.
* Build strong working relationships with customers, colleagues, contractors, partner agencies and stakeholders.
* Support continuous improvement initiatives that enhance customer experience and service efficiency.
What are we looking for?
Essential:
* Experience leading and managing teams within housing, neighbourhood management or a customer-focused environment.
* Strong knowledge of tenancy management, anti-social behaviour case management, safeguarding and tenancy sustainment.
* Experience of performance management and delivering services against KPIs and targets.
* Excellent communication, coaching and stakeholder management skills.
* Experience investigating and resolving customer complaints and complex service issues.
* Strong organisational skills and the ability to manage multiple priorities.
* Full UK driving licence and access to a vehicle.
Desirable:
* Chartered Institute of Housing (CIH) qualification or Housing Management qualification recognised by Ofqual.
* Experience managing neighbourhood contracts and service level agreements.
* Experience supporting tenancy enforcement and possession proceedings.
* Knowledge of housing management systems and reporting tools.
What can we offer you?
* 28 days’ annual leave (pro rata)
* Employer pension contribution of up to 11%
* Development opportunities
* Comprehensive employee rewards scheme
How we work
We embrace agile working — blending time in our communities, shared spaces, and remote working. With digital technology at the heart of our approach, we empower teams and individuals to work flexibly.
How to apply
If this sounds like your next role, click ‘apply now’, tell us why you’ve got what it takes, and attach a copy of your current CV.
Closing date: 8th September 2026
Interviews: To be confirmed
(Please note we reserve the right to close the vacancy early if we receive a large response.)
Salary description
£42976.00 - £42976.00 per year