Ready to lead a service that makes a difference in your community and puts tenants first? We're constantly transforming how we work to ensure every resident receives a first-class, right-first-time experience and we need an inspiring leader to help us redefine what brilliant service looks like for our community. You'll be a key part of a team who has a brilliant track record already and will get your chance to make your mark.
Midland Heart has been nominated as finalists for the UK Customer Experience Awards 2026!
If you're a natural motivator, join us as a Customer Services Team Leader at our Birmingham City Centre hub. Leading a large, fast-paced team, you'll manage high-volume inbound queries across phone, digital, and social channels. You will empower your officers to deliver seamless, high-quality resolutions, ensuring our tenants get the help they need at the very first point of contact.
This is a Fixed Term Contract until May 2027, working 35 hours per week, Monday to Friday between the hours of 8.00am – 6:00pm on a rotating work pattern. You'll be based onsite with your team at our Birmingham Bath Row office.
As a Customer Services Team Leader, you will:
Develop and Manage your team: Carry out regular performance reviews and 1-2-1s, listen to calls, and complete interactive "floor walks." You'll provide structured coaching to build your team's skills, driving continuous improvement and a higher "right-first-time" resolution rate for our tenants.
Manage Daily Operations: Oversee daily staffing levels and monitor call demand to ensure we are always available when tenants need us. You will manage attendance, maintain accurate absence records, and ensure all health and safety requirements, reasonable adjustments and wellbeing needs are met.
Lead with Professionalism: Take ownership of early performance or conduct conversations, making informal interventions where possible. You will conduct capability or disciplinary investigations professionally and in line with our agreed policies.
Analyse and Drive Performance: Use data, call recordings, and outbound communications to identify trends and patterns. You'll act on these insights to proactively improve the quality and consistency of the service we provide.
Our ideal candidate? We're seeking candidates who are passionate about delivering a brilliant customer service through high performing teams and who inspire others by role modelling behaviours. You'll also have the following skills / experience:
Proven experience of supervising or managing a team in a high volume, fast-paced contact centre environment.
Proven track record in driving performance excellence through structured appraisals, proactive absence management, and the application of HR frameworks.
Evidence of providing a customer-first service, with a track record of helping improve customer satisfaction.
Experience in a housing or repairs environment is preferable, but not essential.
Who are Midland Heart? We're one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.
We are proud to say we have recently been named in the Sunday Times Best Places to Work list, within the Big Organisations category ( The Times ).
Interested? For a full Role Profile, please scroll down below. Applying is easy - simply click ‘apply', and submit an up to date copy of your CV and cover letter clearly showing us how you meet the criteria set out in the advert. Please note - we are unable to accept applications for this role without an accompanying cover letter.
We're proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.
