Customer Support Team Leader: Inspire Excellence & Growth

Pinnacle Property Management Ltd; Macclesfield; Vor Ort; GBP 32.000 - 42.000; Vollzeit

Benefits dieser Stelle

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

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

People leadership

Coaching

Data analysis

Customer service excellence

Tools

Ticketing/CRM systems

Telephony platforms

MI dashboards

Jobbeschreibung

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.