Customer Services Team Leader

Mears Group; Milton Keynes; On-site; GBP 18,000 - 23,000; Part time

Benefits offered by this job

25 days annual leave plus bank hols

Annual Mears Fun Day

Paid volunteering leave

Mears Rewards – discounts on groceries

Share save scheme

Family friendly policies

Job summary

The Mears Group is seeking a Customer Services Team Leader in Milton Keynes. The role is office-based with Saturday and Sunday hours (24 hours total) and offers a permanent, part-time contract.

You will lead a team of Customer Service Agents, delivering high-quality support on repairs, rents, tenancies, antisocial behaviour and transport issues. The successful candidate will coach team members, promote a first-time fix culture, and ensure adherence to SLAs, policies and procedures while

Qualifications

• Experience managing people.
• Proven experience within a customer service role.
• Good written and verbal communication skills.
• IT skills and confidence using internal systems.

Responsibilities

• Lead and motivate a team of Customer Service Agents to provide high-quality support on repairs, rents, tenancies and related matters.
• Ensure the team operates in line with service level agreements, policies and procedures.
• Coach, guide and develop staff through one-to-ones and performance reviews.
• Foster a positive, people-first workplace culture with a focus on compassionate, effective customer care.

Skills

People management

Customer service

Communication

IT skills

Job description

Annual salary: up to £20,500.34

Customer Services Team Leader

Location: Milton Keynes (Office-based)

Contract Type: Permanent, Part-time

Hours: Saturday and Sunday, 24 hours

Salary: £20.500.04

We are currently recruiting for a Customer Services Team Leader to join our team in Milton Keynes. This is a key leadership role within a fast-paced, customer-focused environment, supporting the delivery of essential services.

About the role

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 will help 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 will receive ongoing support through coaching, one-to-ones and development opportunities, while also playing a key role in shaping a positive, people-first workplace culture.

The ideal candidate will have strong attention to detail, be able to work on their own initiative, and be reliable, hardworking and well organised.

Role Criteria

• Experience managing people
• Proven experience within a customer service role
• Good written and verbal communication skills
• IT skills and confidence using internal systems

Benefits

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day (e.g. Drayton Manor)
• Paid volunteering leave
• Mears Rewards – discounts on groceries, holidays, eye tests and more
• Share save scheme
• Family friendly policies

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

Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.

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.