Customer Service Team Leader

Customer Service Team Leader

Clyde Valley Housing Association is a Registered Social Landlord, owning and managing more than 4700 homes with a pipeline programme to build more. Our thriving wholly owned subsidiary Clyde Valley Property Services provides factoring services to more than 3000 owners. CVPS is also building for mid-market rent and sale as well as operating and growing a private lettings business. People see us as a trusted and influential local and regional landlord and service provider, employer and business partner working across Lanarkshire and East Dunbartonshire.

As Team Leader for the Contact Centre at Clyde Valley Group, you will play a pivotal role in ensuring exceptional service delivery across multiple customer touchpoints. This role requires a commitment to understanding and meeting customer needs, promoting digital adoption, and facilitating quality outcomes that align with CVG’s customer promises.

Key responsibilities include:

· Customer Service Excellence: Lead the Contact Centre team in delivering outstanding customer experiences by actively engaging with customers, understanding their needs, and seeking to exceed expectations. This includes managing escalated calls, promoting first-time resolution, and ensuring consistency in service quality across face-to-face, phone, email, social media, and other communication channels.

· Leadership and Team Development: Provide positive day-to-day leadership to the Contact Centre team, setting clear goals and monitoring performance. Oversee training and coaching to foster professional growth and ensure team members have well-defined personal development plans. Support team morale by recognizing successes, promoting collaboration, and encouraging a healthy work-life balance.

· Service and Performance Management: Maintain optimal staffing levels, manage rotas, and monitor contact handling performance. Regularly review key performance indicators, conduct call monitoring, and analyse call volume data to ensure service levels meet established targets. Facilitate continuous service improvement by collaborating with other teams and sharing relevant updates with the Contact Centre.

· Administrative Support and Compliance: Perform a variety of administrative duties such as data management, financial transactions, and customer record maintenance. Ensure compliance with CVG policies and stay updated on relevant legislation and best practices.

In this role, you will also support business improvements, drive customer-centric initiatives, and ensure a high standard of service delivery across the team, helping to uphold CVG’s reputation for customer care.

This is a hybrid role and the Contact Centre team currently work on a rotational basis with a week at home and a week in the office. As the Team Leader, it is expected that you will be in the office 3 days a week to be available to support the team.

The full Role Profile and application guidance can be found on our careers website.

In return, Clyde Valley Group offer a great remuneration and benefits package, including generous holidays and flexible working arrangements, an on-site gym and training and development opportunities.

Guaranteed Interview:

As a Disability Confident Employer, we’ll interview all disabled candidates who meet the minimum essential requirements for the post. If you tell us that you’re disabled, we’ll ensure that we make reasonable adjustments during each stage of the recruitment and selection process and if you join us, to where and how you work.