Customer Services Team Leader

Customer Services Team Leader

Location: London (Hybrid - office and remote working)
Salary: 40,000 per annum
Contract: Full-Time, Fixed Term Contract to 31 March 2027

We are seeking an experienced and compassionate Welfare Services Team Leader to join a leading charitable organisation dedicated to supporting individuals across different industry sectors. This is an exciting opportunity to lead a committed welfare team, oversee high-quality support services, and help deliver meaningful outcomes for people facing financial hardship, health challenges, family difficulties, and other life-changing circumstances.

The Role

As Customer Services Team Leader, you will be responsible for the day-to-day leadership and coordination of the welfare team, ensuring exceptional service delivery and positive outcomes for service users. Working closely with senior management, you will support case managers, oversee complex cases, monitor performance, and contribute to the ongoing development of welfare services.

This is a varied and rewarding role that combines people leadership, casework oversight, stakeholder engagement, training delivery, and service improvement.

Key Responsibilities

• Lead, motivate and support a team of case managers.
• Conduct regular one-to-one meetings, team meetings and performance reviews.
• Monitor workloads and ensure effective case allocation.
• Identify training and development opportunities within the team.
• Support recruitment, onboarding and induction activities
• Provide guidance on complex and sensitive welfare cases.
• Ensure support plans are person-centred, outcome-focused and regularly reviewed
• Support the development of internal and external learning programmes.
• Ensure fair, consistent and policy-compliant grant decisions.
• Ensure accurate case recording and GDPR compliance.
• Produce reports on team performance and service outcomes.
• Keep up to date with welfare, benefits, mental health and safeguarding best practice.

About You

We are looking for a motivated leader with a strong background in welfare, support services, social care, charity services or a related field.

You will ideally have:

• Previous experience managing or supervising a team.
• Experience supporting vulnerable individuals through advice, welfare or case management services.
• Strong communication and stakeholder engagement skills.
• The ability to manage complex and sensitive situations with empathy and professionalism.
• Excellent organisational skills and the ability to balance competing priorities.
• Knowledge of safeguarding, welfare support, benefits, grants or charitable services.
• Strong reporting, administration and record-keeping skills.
• A commitment to equality, diversity and inclusion.

What's on Offer?

• Salary of 40,000
• Hybrid working arrangement
• Opportunity to lead a dedicated and passionate team
• Meaningful work that positively impacts people's lives
• Supportive and collaborative working environment
• Ongoing professional development opportunities

If you are a people-focused leader with a passion for delivering high-quality welfare services and supporting individuals through challenging circumstances, we would love to hear from you.

Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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