Job Description Template


Job Title:
Customer Services Team Leader
Responsible to:
Housing Services Manager
Job Purpose:
To provide an excellent front line customer service experience that
focusses on delivering positive outputs, and which puts communities and
customers at the heart of what we do. To provide day to day management
and support to the customer service team and to strive to improve and
deliver a holistic front line service to existing and prospective customers
and partners of LYHA.
Key Skills & Values
Communicate openly and honestly
Positive attitude which demonstrates LYHA values
Effective communicator and facilitator
Motivated to deliver high performance and continually develop and improve
Effective team player who works cooperatively with others and shares ideas
LYHA and customer ambassador
Ability to carry out a range of tasks, plan and prioritise effectively
Understanding and commitment to role and responsibilities and delivery of organisational
Enthusiasm and commitment to providing an excellent service
An ability to meet deadlines and deliver to target
Self-awareness and motivated to deliver
Ability to work positively with a range of people with different ideas and perspectives
Leadership and ownership and responsibility for tasks
Ability to motivate the team to provide a customer focussed and responsive service
Key duties and responsibilities
1. Day to day management and support of the Customer Service team alongside priority of
actual front line delivery of key customer service tasks and responsibilities including call
answering and general administrative duties including:
a. Tenant census
b. Ordering supplies and stationary
c. Hospitality arrangement, organisation and delivery
d. Monitor printer room, stationary cupboard, kitchen areas and cellar
e. Monitor cleaning staff at Shire Oak Road
Data cleansing exercises


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