Customer Service Team Leader

Riverside-12e5e24d; Liverpool; On-site; GBP 40,000 - 44,000; Full time

Benefits offered by this job

Competitive pay

28 days holidays + bank holidays

Flexible working options available

Investment in learning and development

Wide range of benefits

Job summary

Riverside is seeking a Customer Service Team Leader in Liverpool (Speke) to provide strong, values-led operational leadership across a 24/7 omni-channel service. You will lead a multidisciplinary team, drive inclusivity, and ensure right-first-time customer satisfaction while coaching staff and managing performance.

Role involves monitoring KPIs, handling escalations, and delivering continuous improvement within a busy housing association contact centre environment.

Qualifications

• Data-driven and evidence-based experience in leading high-performing teams.
• Strong focus on monitoring and delivering KPIs to drive team performance.
• Experience providing on-the-job coaching to support staff.

Responsibilities

• Lead and support a high-performing call centre team.
• Manage KPIs (FCR, AHT, Quality) and drive improvements.
• Handle escalations, performance reviews and underperformance.
• Analyse performance data to identify trends and improvements.

Skills

Data-driven

KPI driven

Coaching

Job description

Customer Service Team Leader

Contract Type: Permanent

Salary: £39,912.07 (£43,869.98 is achieved after 12 months successful performance in the role)

Working Hours: 35 hours per week, full time

Working Pattern: Sunday to Monday, You will work on a 4 week rotational basis between the hours of 7am -10pm which will include one full weekend in four.

Location: Liverpool, Speke

Kindly note, we ask that if you’ve submitted an application within the past 6 month, at this stage, you need not apply. Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Customer Service Team Leader

We are looking for a Customer Service Team leader to provide strong, values-led operational leadership, ensuring a resilient support structure within the Customer Service Centre. You will lead and develop a multidisciplinary team delivering a high-quality, right-first-time, customer-focused 24/7 omni-channel service to internal and external customers, driving inclusivity, responsiveness and continuous improvement. You will take accountability for team performance, leading coaching, motivation and development, while ensuring effective adherence management across all service channels.

About you

• Data driven & evidence-based experience in leading high performing teams
• Business focused with a strong willingness to monitor and deliver KPI’s and drive team performance
• Experience in providing on the job coaching to support staff

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Role Profile

• Lead and support a high-performing call centre team
• Manage KPIs (FCR, AHT, Quality) and drive improvements
• Handle escalations, performance reviews and underperformance
• Analyse performance data to identify trends and improvements