Customer Support Team Leader — Hybrid, High-Impact Coaching

Goodlord; Sheffield; Hybrid; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Great Place to Work certification

Coaching for wellbeing ( Sanctus )

25 days holiday + bank holidays + 1d/£

3 months fully-paid family leave

Energetic and sociable team culture

Job summary

Goodlord is seeking a Customer Support Team Manager in Sheffield, with a hybrid pattern (3 days in office, 2 remote). You will oversee daily operations, lead and develop a high-performing team, and drive improvements in processes, QA and knowledge sharing.

You’ll work with the Head of Support & Onboarding to raise performance and customer outcomes. You will guide both B2C and B2B support, manage workloads to meet targets, and foster a culture of accountability and continuous learning in a

Qualifications

• Experience leading B2C and B2B customer support or contact centre teams.
• Experience managing people, workloads and resources to hit targets.
• Experience managing performance and absence in a contact centre environment.
• Experience delivering training and onboarding new starters.

Responsibilities

• Oversee day-to-day operations of the Support department.
• Lead, motivate and develop your team to high performance.
• Improve processes, QA and knowledge sharing across the team.
• Drive department-wide initiatives with the Head of Support & Onboarding.

Skills

People management

Customer support

Training delivery

Performance management

Stakeholder communication

Job description

Goodlord is seeking a Customer Support Team Manager in Sheffield, with a hybrid pattern (3 days in office, 2 remote). You will oversee daily operations, lead and develop a high-performing team, and drive improvements in processes, QA and knowledge sharing.

You’ll work with the Head of Support & Onboarding to raise performance and customer outcomes. You will guide both B2C and B2B support, manage workloads to meet targets, and foster a culture of accountability and continuous learning in a