Customer Service Team Leader/Admin – Housing

Customer Service Team Leader/Admin – Housing 150 150 TCLRec
Customer Service Team Leader/Admin - Housing
Warwickshire, Leamington Spa
Contract / Temporary

Warwick 5246689

Posted: 25th March 2024 09:29
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  • Pay Rate:

    £16.30 per hour PAYE

  • Hours per Week:

    36 Monday – Friday, 8.45am to 5.15pm

  • This opening assignment is for 2-3 months

  • Warwickshire, Leamington Spa,

    CV32 4AT

What's involved with this role:

Temporary Customer Service Team Leader/Admin - Housing

Job Ref: Warwick 5246689

Pay Rate: £16.30 per hour PAYE

Hours per week: 36 Monday – Friday, 8.45am to 5.15pm

Role Length: This opening assignment is for 2-3 months

City: Warwickshire, Leamington Spa

The successful candidate may be a required to attend RIG meetings.

The purpose of the role is to deliver excellent customer service and ensure that internal and external customers’ views, obtained through a wide range of means, are integral to shaping and developing quality services.

Key Responsibilities:

  • Take ownership of all service area complaints, service enquiries and relevant freedom of information requests.
  • Coordinate and ensure a full response in consultation with colleagues, and in accordance with the Joint Complaint Handling Code of the Housing Ombudsman Service and Local Government & Social Care Ombudsman.
  • Ensure all complaints, service enquiries and freedom of information requests are recorded and responded to in accordance with Council policy, procedure, and Regulatory targets.
  • Develop and produce regular performance information. Proactively share appropriate information with colleagues to promote, coordinate, and document learning from complaints.
  • Manage the process of preparing, consulting on and finalising service area communication documents (annual reports, newsletters, handbooks and website content) to agreed timescales and targets where appropriate.
  • Ensure that all necessary leaseholder consultation is undertaken in a timely manner, to enable service charges to be recovered on qualifying works, and to ensure general compliance with legal consultation requirements.
  • Assist the Business Support Manager in supporting the safeguarding function of the Council.
  • Assist the Business Support Manager in developing strategy and delivering a customer-centric service, establishing, supporting and maintaining a full spectrum of resident engagement opportunities in line with the requirements of the Regulator for Social Housing.
  • Analyse and use data to inform and recommend customer-driven service improvement priorities.


NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:

Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.



  1. NVQ level 4 in a customer service related subject or equivalent qualifications/experience.
  2. A minimum qualification of 3 GCSEs grade C/4 or above (or equivalent) to include English and Maths.


Skills & Experience

  1. Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
  2. In-depth experience of complaints case management including those from the Housing Ombudsman Service and Local Government & Social Care Ombudsman Service.
  3. 2-3 years’ experience of Resident Engagement in a social housing environment.
  4. 2-3- years’ experience of developing and implementing communication and engagement plans, strategies, campaigns and projects including social media.
  5. Excellent customer service skills, approachable, empathetic and able to instil confidence that issues raised will be addressed.
  6. Knowledge of a broad range of communication and involvement techniques.
  7. Experience of working on multi-disciplinary teams and projects, acting as the “customer-voice” and challenging assumptions and perceptions of the views of customers.
  8. Understanding of project management techniques.
  9. Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).


Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: Warwick 5246689
Customer Service Team Leader/Admin - Housing
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

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We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.

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Job Ref: Warwick 5246689
Customer Service Team Leader/Admin - Housing
Client Category: Local Authority

CV Tips

Your CV needs to be current with your most recent role. We won’t be able to submit it with any unexplained gaps in employment. It will save time and improve your chances of success if we can put your CV forward immediately without having to ask for revisions.

Your CV must cover the “Essential Requirements” of the role. Ideally you will address the “Essential Requirements” on each job description page directly, in a bullet point list. Please include any DBS details and other qualifications called for.

Your CV should clearly state that you are available to start work either immediately, or at short notice. In general, our clients are unable to work with notice periods of more than 1 week from the point at which a role is offered, 2 weeks at the very most.

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