Customer Services Team Leader

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

Customer Service Team Leader

Location: Manchester – Ardwick (M12) - office based

Contract: Full Time, Permanent

Hours – 40 hours per week

Shift Schedule

• Weekday shifts: 15:30–00:00
• Weekend shifts: 08:00–16:30 or 15:30–00:00
• Week 1: Monday–Friday, 15:30–00:00 (weekend off)
• Week 2: Monday–Wednesday, Saturday–Sunday

Annual salary: up to £30,962.61

Salary - £30,962.61 per annum

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.

As part of the recruitment process for this role, we will carry out a Background, Identity, Security clearance & BPSS check. For these checks to be completed, we will require from you the relevant identification, including Proof of Address, References, a valid passport and proof that you have lived in the UK for the last 5 years.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.