Customer Support Team Leader: Coach, Optimize & Elevate CX

Premier Estates Limited; Macclesfield; Hybrid; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Competitive salary

Salary sacrifice scheme

25 days holiday + bank holidays

Birthday leave

Westfield Rewards perks platform

Job summary

Premier Estates Limited is seeking a Customer Support Team Leader to guide a motivated team delivering service to residents, leaseholders and clients. You will coach, support and empower the team to handle high-volume, multi-channel enquiries with empathy, accuracy and pace.

You will use data to drive improvements, challenge processes and raise customer standards, while partnering with Property Management and Operations to resolve issues quickly and maintain strong compliance.

Qualifications

• Leading a team in a contact centre or customer operations environment.
• Experience with ticketing/CRM and telephony platforms, with 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.

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

Leadership

Coaching

Quality improvement

Data-informed

Customer service

Tools

Ticketing/CRM

MI dashboards

Telephony platforms

Job description

Premier Estates Limited is seeking a Customer Support Team Leader to guide a motivated team delivering service to residents, leaseholders and clients. You will coach, support and empower the team to handle high-volume, multi-channel enquiries with empathy, accuracy and pace.

You will use data to drive improvements, challenge processes and raise customer standards, while partnering with Property Management and Operations to resolve issues quickly and maintain strong compliance.