Customer Services Team Leader

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

About the Role

We are currently recruiting for a Customer Services Team Leader to join our team in Manchester. This is a key leadership role within a fast-paced, customer-focused environment, supporting the delivery of services across a range of Local and Central Government contracts. You will lead and motivate a team of Customer Service Agents, ensuring they provide high-quality support on matters such as repairs, rents, tenancies, antisocial behaviour and transport. Many of our customers are vulnerable, so compassion, empathy and resilience are essential. You’ll foster a first-time fix culture, prioritising quality interactions over rigid call metrics, and ensure your team operates in line with service level agreements, policies and procedures. You’ll receive ongoing support through coaching, one-to-ones and development opportunities, and play a key role in shaping a positive, people-first workplace culture.

Role Criteria

• Confident People Leadership - Ability to lead, motivate and develop a customer service team, including coaching, giving constructive feedback and managing performance.
• Strong Judgement and Problem-Solving Skills - Ability to make sound critical decisions, prioritise competing demands and remain calm when dealing with urgent, challenging or unexpected situations.
• Excellent Customer and Communication Skills - A clear, professional and empathetic communicator who can understand customer needs, handle difficult conversations and de-escalate situations effectively and with the correct levels of sensitivity.
• Ownership, Resilience and Adaptability - An agile person who leads by example, takes accountability for team outcomes and can adapt confidently to the changing demands of a busy OOH service.
• Operational Awareness and Technological Confidence - Comfortable using systems (including Microsoft 365 applications) and performance information to monitor service delivery, identify issues and support the team in achieving agreed standards and KPIs.

Mears Benefits:

• Friendly, supportive and progressive work culture and environment.
• 25 days annual leave plus bank holidays
• Annual Mears Fun Day – Free day out for you, friends/family paid for by Mears in recognition of your hard work throughout the year – For employees in England, this is usually a theme park such as Drayton Manor.
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitments – do something worthwhile for a cause close to your heart.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
• Employee Assistance Programme – Confidential support services for Mental and Physical wellbeing
• Mental Health First Aider Network – Confidential MHFA support and signposting.
• Employee of the Month Award (Departmental) – a chance to win recognition within the department as well as monthly/yearly rewards vouchers.
• Extensive L&D Programme that offers fully accredited certification in areas such as Prevent/Safeguarding and Mental Health Awareness.
• Mears Amazing Employee Awards
• Subsidised Eye Tests and cost towards glasses for DSE use
• Employee Networks and Sub-Forums
• Canteen and payable gym available
• Office-based in Ardwick (M12), 5-minute walk from Hyde Road
• Free on-site parking and bike/motorbike storage
• Free shuttle bus to Manchester Piccadilly Station during peak hours

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.