Customer success team leader

Job Title: Customer success team leader

Band: 5

Salary: £34,608 - £36,555

Location: Hybrid – Home / CIH office

Hours: 35 hours per week

About us
The Chartered Institute of Housing (CIH) are the professional body supporting housing professionals to create a future in which everyone has a place to call home.

About you

We’re looking for an inspiring Customer success team leader to guide and develop our customer success advisors, ensuring every CIH member and customer receives a first‑class experience.

In this pivotal role, you’ll lead a high‑performing team that delivers proactive, responsive and insightful support across all communication channels. As a key part of our business development function, you’ll champion CIH membership, products and services, driving member conversions and contributing to commercial growth across the organisation. Your leadership will help shape a culture of excellence, continuous improvement and customer‑centric thinking.

Working closely with the head of business development, you’ll define and monitor KPIs, oversee first‑time resolution service delivery, and support targeted outbound engagement aligned with marketing campaigns and commercial opportunities. You’ll also play an active role in handling customer enquiries, analysing feedback trends and collaborating with internal teams to create seamless customer journeys. With a strong focus on CRM best practice, data accuracy and compliance, you’ll help embed new processes and systems that elevate our service standards.

If you’re a confident leader who thrives in a dynamic environment and is passionate about empowering teams to deliver outstanding customer experiences, we’d love to hear from you.

How to apply

For an informal chat about this role, please contact Lisa Haddon, Head of Business Development at lisa.haddon@cih.org

CIH is committed to equal opportunities at all stages of recruitment and selection and strives to have a workforce that promotes inclusivity. We welcome applicants from all sectors of the community and would be happy to discuss reasonable adjustments we can make to achieve and celebrate diversity.

Closing date for applications: Monday 26 January 2026

Interviews due to take place: Monday 2 February and Wednesday 4 February February 2026

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.