Customer Services Team Leader

Job Description

Overview

Salary: £39,000.00 - £43,000.00 (depending on experience) + 10% performance bonus

Working location: Milton Keynes / Hybrid

Employment type: full time, up to 24 months FTC

Closing date: 26/05/2025

Job summary:

To lead, develop, engage and motivate the Customer Service teams to exceed performance targets and deliver an effective and customer focused service in relation to all aspects of the customer journey. Provide excellent Customer Service to builders, conveyancers, homeowners for any touchpoints regarding all aspects of interaction with NHBC.

The Customer Service Team Leader will advise and lead the Assistant Team Leaders and agents who are handling queries, processing work items and helping all internal and external customers over the telephone and via email and on-line systems. They will make decisions regarding the more complex queries, customer enquiries and escalations. They will be the main point of contact for any complaints received in the department.

What you’ll be doing

• Managing the team who will be taking inbound calls, making out-bound calls, working through work queues, tasks and supporting the quality benchmark for all processes from builders, homeowners and conveyancers. Ensuring that our teams are the first point of contact for our customers for the range of products and services NHBC offer and achieving operational targets.
• Active involvement of projects large, complex, and small that affect systems and processes across the business;
• Responsible for providing guidance, coaching, Quality monitoring and training to any employees within the department or wider NHBC.
• Review and approve (within authorisation limits) invoices and credits.
• The role is responsible for the management of risk within Customer Services and including reporting of breaches and remedial action.
• Auditing, reporting, management of workload and allocation and providing support to the management team through change handling and cross-team working.
• Deliver legislative requirements across the teams.
• Support the inclusion of Vulnerable Customers and Consumer Duty in everything that we do.

What we’re looking for

• Experience of managing Omni Channel work streams across differing disciplines
• Experience of exceeding SLA’s and KPI’s
• Working in a busy operational support environment
• Customer Service skills
• Project administration skills
• Experienced in working with data
• Excellent communication skills
• Able to prioritise and manage own workload and take ownership of tasks
• Adaptable, flexible and able to multi-task
• Able to work with business to business customers

What we offer

Our benefits package includes:

• 27 days annual leave + bank holidays
• holiday purchase scheme
• enhanced pension scheme (up to 10.5%)
• life assurance
• subsidised private medical insurance
• employee discounts platform
• two days volunteer leave
• enhanced maternity, paternity, adoption leave and pay for all new parents

+ many more!

Who we are

At NHBC, we pride ourselves on being truly unique. No other organisation in our sector matches the range of services and scale we provide. As the market leader, we are recognised as the go-to for new home warranties and insurance. Our team is united by a core purpose: to raise the standards of house building and protect homeowners.

Why you should join us

As a modern, family-friendly employer, we’re in a phase of rapid growth, embracing technology, data and new ways of working. We’re seeking passionate, skilled and driven individuals to join us on this exciting journey.

Once onboard, you’ll have access to fantastic opportunities for personal and career growth. You’ll receive thorough training, continuous development and the chance to earn recognised qualifications and professional memberships to support your journey.

We support flexible working and encourage our colleagues to find a balance that suits them. While we may not be able to accommodate every request, we’re always happy to have a conversation about flexible working arrangements.

Our inclusive culture

We are dedicated to fostering an inclusive culture where everyone feels empowered to bring their authentic selves to work. We firmly believe in the right of all our employees and customers to be treated fairly, with dignity and respect, and free from discrimination. Our active employee networks support colleagues and their allies, providing safe spaces for open conversations and idea-sharing.

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