Customer Service Team Leader

Irwell Valley Homes; Sale; On-site; GBP 45,000 - 46,000; Full time

Benefits offered by this job

Great pension

Well-being initiatives

Generous benefits package

Job summary

Irwell Valley Homes is seeking a Customer Service Team Leader in Sale, Manchester, to lead, coach and develop a high‑performing customer service team across contact channels. The role is permanent, full time (39 hours per week) with hours 8am–5pm, and flexibility to support service delivery.

You will drive performance through coaching, QA and data analysis, handle escalated enquiries, and implement service improvements to deliver outstanding customer experiences.

Qualifications

• Experience leading customer service teams in contact centre, housing, or service delivery environments.
• Strong coaching and performance management skills with focus on quality assurance and customer satisfaction.
• Ability to analyse performance data and identify improvement opportunities.
• Experience handling escalated complaints and complex customer enquiries.

Responsibilities

• Lead and develop a customer service team across channels to deliver outstanding customer experiences.
• Coach and manage staff performance, set targets and drive continuous improvement.
• Analyse data and implement service improvements based on performance metrics.
• Handle escalated enquiries efficiently and maintain high levels of customer satisfaction.

Skills

Team leadership

Performance management

Coaching

Quality assurance

Customer satisfaction

Data analysis

Stakeholder communication

People leadership

Tools

CRM systems

Job description

Sale, Manchester

£44,556.75 per annum + excellent benefits package

Permanent, Full Time (39 hours per week working hours will be between 8am and 5pm Monday to Friday. Flexibility required to support service delivery.)

Closing date: 15th October 2026

Interview date: 26th October 2026

Interview location: Oaklands House, Suite 2, Second Floor, Oaklands House, 34 Washway Road, Sale, M33 6FS

At Irwell Valley Homes, we believe that great customer service changes lives. Our Customer Service Team is often the first point of contact for our customers, and the way we lead, support and empower our colleagues directly impacts the experience customers receive every day.

We're looking for a Customer Service Team Leader who is passionate about delivering outstanding customer service, developing high-performing teams and driving continuous improvement across our customer contact channels.

If you are an inspiring leader who thrives on coaching others, improving performance and creating exceptional customer experiences, we'd love to hear from you.

Why You'll Love Working With Us

At Irwell Valley Homes, we’re more than just a housing provider. We’re a team of dedicated people committed to making a real difference in people’s lives.

• A purpose-driven, supportive, and friendly working environment.
• Excellent opportunities for professional development and growth.
• A competitive salary and a generous benefits package, including a great pension and well-being initiatives.
• The chance to be a part of an organisation with a fantastic culture and a powerful social purpose.

If you are a highly organised, positive, and a roll your sleeves up individual ready to take on a role that is both challenging and incredibly rewarding, we want to hear from you.

Join us in our mission to enable people to live well in their home and community.

What you'll bring

• Experience leading customer service teams in a contact centre, housing, or service delivery environment.
• Strong performance management skills, including coaching, quality assurance and customer satisfaction.
• Confidence handling escalated complaints and complex customer enquiries.
• Ability to analyse performance data and identify improvement opportunities.
• Experience driving continuous improvement and service change initiatives.
• Excellent organisational, communication and people leadership skills.

Who we're looking for

• A customer-focused leader who is passionate about delivering excellent service.
• Someone with experience working in a fast-paced, customer-facing environment.
• A strong communicator who can build positive relationships with customers and colleagues.
• Comfortable using CRM systems and other customer management tools.
• Understanding of vulnerability, safeguarding and customer-centred service delivery.
• Flexible, proactive and able to manage competing priorities effectively.

Everyone’s welcome here. Our culture is inclusive, and we are committed to increasing diversity. We enable everyone to be themselves at work, so that they feel at home with us. And we trust and support people to do their best, in a role that is fulfilling and rewarding because we know that this helps us to deliver better outcomes for our customers and our colleagues.

If you want to be part of our team and help us make a difference, we’d love to hear from you.

You may use AI tools to support your application, but any content submitted must accurately reflect your own skills, experience, qualifications and suitability for the role. During the recruitment process, you may be asked to discuss and provide evidence of the information contained within your application.