Customer Support Team Leader

Pinnacle Property Management Ltd; Macclesfield; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

25 days holiday + bank holidays

Birthday leave

Westfield Rewards perks platform

Fully funded training and professional

Employee referral scheme up to £1,500

Staff social events

Job summary

Premier is seeking a hands-on Customer Support Team Leader to steer a motivated team servicing residents, leaseholders and clients from the Macclesfield office. You will coach, support and empower advisors to handle high-volume, multichannel enquiries with empathy, accuracy and pace.

You will lead on quality, SLAs and continuous improvement, using MI dashboards to spot trends, resolve issues quickly and raise service levels.

Qualifications

• Experience leading a team in a contact centre or customer operations environment.
• Comfort using MI dashboards to analyse performance and drive improvements.
• Experience handling complaints, escalations and vulnerable customer situations.

Responsibilities

• Leading, coaching and developing advisors through 1:1s, side-by-sides and feedback sessions.
• Monitoring queues, reallocating workload and managing real-time performance to hit SLAs.
• Reviewing quality and customer feedback, then embedding actions that lift service.
• Analysing MI to identify trends, root causes and opportunities to optimise processes.
• Handling escalations with care, ensuring timely, fair and documented resolutions.
• Partnering with Property Managers and Operations to streamline handoffs and solve recurring issues.

Skills

People leadership

Coaching

Data analysis

Customer service excellence

Tools

Ticketing/CRM systems

Telephony platforms

MI dashboards

Job description

Role Overview

You will lead a motivated customer support team at the heart of our service, shaping excellent experiences for residents, leaseholders and clients. With proven contact centre expertise, you will coach, support and empower your team to handle high-volume, multi-channel enquiries with empathy, accuracy and pace.

CUSTOMER SUPPORT TEAM LEADER

• Premier
• Competitive
• Office Based - Macclesfield

Role Overview

You will lead a motivated customer support team at the heart of our service, shaping excellent experiences for residents, leaseholders and clients. With proven contact centre expertise, you will coach, support and empower your team to handle high-volume, multi-channel enquiries with empathy, accuracy and pace. You will be curious and improvement-minded, confident challenging existing processes to make them simpler, faster and more effective. Property management experience is advantageous but not essential; what matters most is your people leadership, your operational rigour, and your passion for raising the bar for customers and colleagues.

ROLE EXPECTATIONS

You will be on the floor with your team, removing obstacles, coaching for quality, and keeping service levels on track across phone, email and digital channels. You will use data to spot trends, implement improvements, and collaborate with colleagues across Operations and Property Management to resolve issues quickly. You will set clear standards, recognise great work, and foster a supportive, learning-focused culture.

What Success Looks Like

• Your team consistently meets or exceeds SLAs, quality scores and first contact resolution targets.
• Customers feel heard and helped, reflected in strong satisfaction and reduced repeat contacts.
• You identify and deliver process improvements that cut handling time and improve outcomes.
• You build a high-trust, high-performance team with low absence and strong engagement.
• You communicate clearly with stakeholders, ensuring escalations are managed proactively.
• You maintain robust compliance across scripts, data protection, and complaint handling.

How You'll Spend Most Of Your Time

• Leading, coaching and developing advisors through 1:1s, side-by-sides and feedback sessions.
• Monitoring queues, reallocating workload and managing real-time performance to hit SLAs.
• Reviewing quality and customer feedback, then embedding actions that lift service.
• Analysing MI to identify trends, root causes and opportunities to optimise processes.
• Handling escalations with care, ensuring timely, fair and documented resolutions.
• Partnering with Property Managers and Operations to streamline handoffs and solve recurring issues.

Who This Role Is For

• You are an empathetic, hands-on leader who brings out the best in people.
• You thrive in a fast-paced contact centre and stay calm, organised and solutions-focused.
• You are data-informed and commercially aware, using insight to guide decisions.
• You challenge the status quo respectfully and drive continuous improvement.
• You communicate with clarity and kindness, building trust with customers and colleagues.

Experience That Helps

• Leading a team in a contact centre or customer operations environment.
• Working with ticketing/CRM and telephony platforms, with comfort using MI dashboards.
• Managing complaints, escalations and vulnerable customer situations.
• Delivering coaching programmes that improve quality, efficiency and engagement.
• Collaborating cross-functionally to resolve service issues and refine processes.

What We Offer

• Competitive salary
• Salary sacrifice scheme and the option to buy or sell a week's annual leave
• 25 days holiday plus bank holidays
• Birthday leave and 1 day's paid volunteer leave per year
• Westfield Rewards perks platform, plus Westfield healthcare cash plan
• Free eye tests
• Fully funded training and professional development, plus support for professional qualifications
• Employee referral scheme, up to £1,500
• Staff social events

About Premier

Premier is a leading residential property management company with a strong national presence across England and Wales. We manage a diverse portfolio of developments, from landmark city centre apartment blocks and luxury residences to new build estates, historic listed conversions, and sustainable communities.

As part of the Odevo Group, we combine the expertise and relationships of a trusted operator with the strength, technology and ambition of an international leader in property management. That means better tools, more opportunities, and a clear path for our people to grow.

We are proud members of The Property Institute (TPI) and The Property Ombudsman. Our vision is to be the trusted partner in property management, placing people at the heart of what we do, delivering service excellence through innovation, integrity, and genuine care.

If you are looking for a role where you will be trusted, supported and developed, within a business that is ambitious, values led, and genuinely invested in its people, Premier is a great place to build a long term career.

How We Hire

• Initial conversation with our talent team
• Interview focused on leadership, real-time operations management, coaching for quality, data-led decision making, stakeholder communication and continuous improvement

We aim to complete the process within two to three weeks and communicate clearly throughout.

All applicants must be eligible to live and work in the UK. Documentary evidence of eligibility will be required.