Customer Services Team Lead - Empathetic & Results-Driven

Mears; Manchester; On-site; GBP 32,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave

On-site parking

Free shuttle bus

Employee Assistance Programme

Volunteering leave

Mears Rewards discounts

Job summary

Mears is recruiting a Customer Services Team Leader to manage a team in Manchester, delivering high-quality support across repairs, rents, tenancies and related services. You will coach and develop agents, ensuring compassionate handling of vulnerable customers and a first-time fix approach that meets SLAs.

You will lead by example in a busy OOH service environment, using Microsoft 365 and performance data to monitor delivery, drive improvement and maintain a people-first culture across local

Qualifications

• Experience leading a customer service team.
• Strong communication and de-escalation skills.
• Ability to coach and manage performance.
• Experience with public sector/government contracts is a plus.

Responsibilities

• Lead, motivate and develop a team of Customer Service Agents.
• Ensure high-quality support on repairs, rents, tenancies and related issues.
• Coach through one-to-ones and performance management.
• Ensure service delivery meets SLAs, policies and procedures; use data to drive improvements.

Skills

People leadership

Customer service

Decision making

Communication

Empathy

Resilience

Microsoft 365

Tools

Microsoft 365

Job description

Mears is recruiting a Customer Services Team Leader to manage a team in Manchester, delivering high-quality support across repairs, rents, tenancies and related services. You will coach and develop agents, ensuring compassionate handling of vulnerable customers and a first-time fix approach that meets SLAs.

You will lead by example in a busy OOH service environment, using Microsoft 365 and performance data to monitor delivery, drive improvement and maintain a people-first culture across local