Customer Service Team Leader – People-First, Manchester

Mears Group PLC; Manchester; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

25 days annual leave

On-site parking

Employee assistance programme

Volunteering leave

Job summary

Mears Group PLC in Manchester (Ardwick) is seeking a Customer Service Team Leader to guide a team delivering repairs, rents and tenancy support across government contracts. You will coach, motivate and manage performance to ensure first-class service with a compassionate, people-first approach in a fast-paced environment.

Based in the Ardwick office, this 40-hour week role includes a 15:30–00:00 shift pattern on weekdays and some weekend work. Salary up to £30,962.61 per annum.

Qualifications

• Leadership of a customer service team.
• Strong judgement and problem-solving skills.
• Excellent communication and empathy with customers.

Responsibilities

• Lead and motivate a team of Customer Service Agents to deliver high-quality support on repairs, rents, tenancies and related issues.
• Ensure service levels, policies and KPIs are met while maintaining a compassionate, people-first culture.
• Coach, conduct one-to-ones and develop team members for continuous improvement.

Skills

People leadership

Decision making

Customer service

Communication

Resilience

Tools

Microsoft 365

Job description

Mears Group PLC in Manchester (Ardwick) is seeking a Customer Service Team Leader to guide a team delivering repairs, rents and tenancy support across government contracts. You will coach, motivate and manage performance to ensure first-class service with a compassionate, people-first approach in a fast-paced environment.

Based in the Ardwick office, this 40-hour week role includes a 15:30–00:00 shift pattern on weekdays and some weekend work. Salary up to £30,962.61 per annum.