Customer Services Team Leader

Role Title: Customer Services Team Leader

Hours: 21 hours per week, Monday-Wednesday

Salary: £31,512-£39,390 per annum (salary offered dependent on experience) pro-rated

Location: Dartford, Kent, (agile working, offering flexibility between home and our Dartford office)

Contract: Permanent

We’re looking for a capable and supportive team leader to oversee our Customer Service Advisors and ensure the smooth running of day‑to‑day operations. In this role, you’ll provide regular coaching and feedback, monitor performance across all channels, and work closely with our trainer and management team to maintain high standards and meet demand. You’ll handle complex queries and complaints with professionalism, act as the decision‑maker when advisors need guidance, and ensure our service aligns with policy and best practice.

About the Role

As one of our Customer Service Team Leaders, you’ll take responsibility for managing and developing a team of Customer Service Advisors ensuring they deliver a high-quality experience for our customers, and supporting enquiry resolution to a range of services. You’ll also be assisting the Customer Service Manager where necessary to ensure the on-going success of the department.

 To read about the role in more detail, please refer to the job description here: customer-service-team-leader.pdf 

About us

Moat is a housing association in the South East of England, owning and managing over 20,000 homes across London, Kent, Essex, and Sussex. We're more than just a housing provider; we're a community focused organisation dedicated to creating positive change in the lives of our customers and the neighbourhoods we serve.

 As one of the Homes England delivery partners, we develop around 600 new homes every year. Our team of over 450 passionate professionals are committed to providing high quality, affordable homes, and excellent services to our customers.

Our values:

Own it: We take responsibility for our actions and deliver on our promises.

Better together: We believe in the power of collaboration to achieve greater outcomes.

Lead by example: We set high standards and inspire others through our commitment to excellence.

Be the change: We embrace innovation and proactively address challenges.

Why join Moat?

As an experienced professional, you'll have the opportunity to:

Make a real impact in our communities.

Work with a supportive and passionate team.

Enjoy competitive salaries and generous leave.

Benefit from numerous personal and professional development opportunities.

Work in a hybrid way that allows you to work from our spacious Dartford office (or other regional offices including Maldon, Pollards Hill and Ashford) some days a week while also giving you the flexibility to work from home or another location that suits your needs.

Our commitment to creating a positive work environment has earned us recognition as one of 'The Sunday Times Best Places to Work' in 2025.

For more info, check out our employee benefits video here: Our employee benefits: what we can offer you (youtube.com)

How to apply

If you're excited about a new challenge and want to help us at Moat, we want to hear from you! Please visit our website to fill out the online application form by 11pm on Thursday 9 April 2026. If we’d like to invite you for an interview, we’ll reach out via email.

It’s really important that you provide as much detail as possible in your application. We’re keen to understand your interest in the role and how you meet the requirements, so please make full use of the spaces provided to tell us about your experience, skills, and what makes you a great fit for our team.

Join us at Moat and be part of a team that is shaping the future of housing and communities in the South East!

If you require any additional adjustments to the recruitment process, please email peopleservices@moat.co.uk.