Customer Services Team Leader
Salary: £44,621 + Excellent Benefits
Location: High Wycombe, Buckinghamshire
Hybrid working: Two days per week in the office, three days from home
Hours: 37 hours per week, Monday to Friday
Contract: Permanent

Are you looking to join a growing, values-led organisation with a clear social purpose?

At SettleParadigm, we’re proud to be the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire.

Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build. Through our merger we’ve brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serve

If you're ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we’d love to welcome you on our journey. Together, we’re building a better future.

We are now looking for a motivated and people centred Customer Services Team Leader to join our Customer Services team. This is a key role where you will lead, support and inspire a team of Customer Service Advisors to deliver an excellent experience for every customer who contacts us.

About the Role

As a Customer Services Team Leader, you will manage a team of around 12 Customer Service Advisors. You will help them deliver great outcomes for customers, support their development and ensure they have the tools and confidence to do their best work.

You will work in a fast paced environment where quality, empathy and first time resolution are essential. You will also work closely with three other experienced Team Leaders to ensure the department rota meets business needs.

This is a hybrid role with two days each week in our High Wycombe office and three days working from home. You may occasionally need to attend the office on additional days depending on business requirements.

Key Responsibilities:

• Lead, motivate and support a team of Customer Service Advisors

• Hold regular feedback and coaching sessions to support development

• Ensure the team delivers excellent customer service and first time resolution

• Manage team performance against quality and service targets

• Plan and organise workloads to meet demand

• Support a positive, solution focused culture

• Ensure the department rota covers business requirements

• Work collaboratively with colleagues across Customer Services and other teams

What We’re Looking For

Experience and skills

• Experience managing a team in a customer facing environment

• Experience in a contact centre or fast paced service environment

• Strong communication skills, both written and verbal

• Ability to make effective day to day decisions within policy

• Good planning and organisational skills

• Ability to manage workloads under pressure

• Strong IT skills including Word, Excel and Outlook

• A positive, practical and solution focused approach

• Ability to lead by example and support a high performing team

We welcome applications from people with experience in:

• Contact centres

• Retail

• Hospitality

• Leisure

• Any customer facing supervisory or managerial role

Experience managing remote/hybrid teams is helpful but not essential.

We are open to people at different stages in their career. Whether this is a step up, a step across or a return to leadership, if you have the skills and the drive, we would love to hear from you.

Benefits

At SettleParadigm, we believe in creating an environment where our people feel valued, supported, and inspired to grow. Our comprehensive benefits and rewards package reflects this commitment.

• annual salary: £44,621 + Excellent Benefits

• 25 days holiday, increasing with service, plus Christmas closure and buy options

• Generous pension scheme – up to 9.5% employer contribution via salary sacrifice

• Family-friendly leave: Enhanced maternity, paternity, and adoption leave

• Health cash plan – claim up to £1,800 for everyday health costs (plus free kids’ cover)

• Life cover and income protection

• Flexible working – hybrid options, modern offices, free parking & EV charging

And that’s just the beginning! We’re also thrilled to provide:

• Mental Health First Aiders available to support

• Car leasing via salary sacrifice (for permanent colleagues subject to conditions)

• Funded training, qualifications & apprenticeships

• 3 paid volunteering days in the local communities

• Peer-recognition rewards platform

• Paid professional subscription (one per year)

Working Hours & Additional Pay

• 37 hours per week, Monday - Friday.

Our Commitment

We are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We would like to encourage applications from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from underrepresented groups.

Accessibility and Adjustments

We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required.

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.

Closing Date: 17/05/2026

We reserve the right to close this vacancy earlier than the closing date should we find a suitable candidate.