Senior Customer Service Coordinator

Job description:Overview

We are looking for Senior Customer Service Coordinators to oversee and support the team who deliver our day-to-day customer service channels.

As confident, supportive individuals you will use your wealth of knowledge to ensure the team consistently provides excellent customer experiences in person, over the telephone, and online.

You will also work to achieve timely and effective resolutions for complaints, and create and maintain accurate information resources for the team, as well as deliver onboarding and training for new team members to ensure a positive start to their roles.

• Permanent, full time, 35 hours

• £32,189 per annum

• Closes Tuesday 20th January, 12pm (midday)

• Interviews w/c 26th January

To apply please send us your CV and a cover letter in no more than 1000 words highlighting how you meet each key criteria.

Responsibilities

• Lead and support the team: Line manage Customer Service Coordinators, providing guidance, coaching, and support to ensure high performance and professional development
• Act as an escalation point: Handle complex queries and situations, ensuring accurate information and excellent customer experience
• Ensure service delivery: Oversee resourcing and workflow across telephony, digital communications, and reception to maintain a responsive and consistent service
• Maintain quality standards: Monitor service delivery through quality checks (call recordings, digital communication sampling, etc.,) and implement improvements where needed
• Drive process improvements: Identify and implement enhancements across key areas such as tenancy management, anti-social behaviour, voids and lettings, income and money advice, and complaints handling
• Collaborate and build relationships: Work closely with the second Senior Customer Service Coordinator and other departments to ensure consistency, share best practices, and foster positive working relationships
• Manage complaints: Take ownership of Stage 1 complaints related to Customer Services, ensuring timely and effective resolutions
• Develop resources and training: Create and maintain accurate information resources for the team, and deliver onboarding and training for new staff to ensure a positive start
• Monitor and adapt to demand: Track workflow peaks and troughs, adjusting resources and processes to maintain service quality and customer satisfaction.

ExperienceEssential

•  Proven experience in a front-line customer service role, ideally within housing or public services.

• Experience in complaint resolution and monitoring call quality, providing constructive feedback

• Strong written and verbal communication across multiple platforms (telephone, email, in-person, social media)

• Ability to build positive relationships across departments and with stakeholders

• Ability to mentor, support, and onboard team members effectively to deliver high-quality outcomes

• Experience in handling complaints and monitoring service quality, providing constructive feedback

• Skilled in managing challenging situations, including safeguarding, anti-social behaviour, and high-level rent arrears

• Proven ability to identify service inefficiencies, challenge processes constructively, and co-develop solutions

• Confident in providing second-line support during challenging interactions and adapting to changing demands

• Competent in Microsoft Office Suite and housing/customer management systems, with ability to maintain accurate team resources

• Skilled in monitoring workload peaks and troughs and supporting flexible resource planning for effective service delivery.

Desirable

• Familiarity with Open Housing and similar systems

• Experience facilitating team meetings

• Previous work within a registered social landlord or similar housing organisation

• Knowledge of tenancy management, anti-social behaviour, voids and lettings, and income advice

• Exposure to service design methods or business transformation projects aimed at streamlining customer journeys and improving service delivery

• Formal training or qualifications in customer service, housing management, or related fields

• Welsh language skills