Job Description

Customer Service Team Leader (Repairs and Liaison)
Up to 33,000 per annum
37 hours per week, based at our gorgeous dock-side offices in Preston
What will you be doing in this role?
The Customer Service Team Leader will manage a team of Repairs Advisors and Customer Liaison officers who are a crucial link between our tenants and the teams delivering our repair and improvement works. You will be responsible for the day-to-day management of your team, carrying out regular 1:1s and performance reviews. You will coach and support your team to ensure a high standard of customer service is provided. You will also assist the Repairs Support Manager to investigate complaints, identify and action learning opportunities and prepare written responses to tenants.
Why are you the best person for us?
It is essential you have:

• Experience of working in a team leader role
• Significant experience of working in a customer service role
• Excellent people management and coaching skills
• Ability to understand customer requirements and deliver excellent service
• Experience of progressing complaints to a successful resolution

It would be great if you also had:

• Experience of agreeing, setting and monitoring performance targets
• Experience of working within the social housing sector

An important bit!
Inclusion is key for us. We would love to hear from people from diverse backgrounds for this role, and second languages come in handy.
Why work at Community Gateway?
We are a values-based organisation who truly care about our employees, their health, safety and wellbeing. We aim for a great employee experience and that includes offering a range of benefits - have a look at the attached leaflet for more information. Our holiday entitlement starts at 26 days plus bank holidays (including your birthday off and Christmas closure!).
We also offer a company-paid health cash plan for you and your dependents (including 24/7 GP), enhanced sick pay and parental leave, reward and recognition scheme, wellbeing support, training and development, free parking and much more.
Inclusion is key for us. We would love to hear from people from diverse backgrounds for this role, those who may be underrepresented in our organisation. We aim to be reflective of the communities in which we operate and if you speak a second language this can come in handy!
A bit more about us:
Community Gateway own and manage almost 7000 homes across the city of Preston, but we are so much more than just a landlord. We aim to offer great customer service, providing safe, well-maintained and affordable homes, and making a positive difference to the communities in which we work. We make sure that we manage our business to the highest of standards and are working to create a sustainable future.
And finally, we want to be a great place to work....so if you think you have the skills, experience and can live our values, then we want to hear from you..
If you haven't done so already, check out our candidate pack on our website for more about us and top tips for your application.
Dates for your diary:
The closing date for this role is Sunday 11th January 2026 at midnight with interviews held on week commencing 19th January 2026.
We reserve the right to close this vacancy early so you are encouraged to apply as soon as possible.

Skills Required