Dynamic Customer Service Team Leader — Drive Excellence

Irwell Valley Homes; Sale; On-site; GBP 45,000 - 46,000; Full time

Benefits offered by this job

Great pension

Well-being initiatives

Generous benefits package

Job summary

Irwell Valley Homes is seeking a Customer Service Team Leader in Sale, Manchester, to lead, coach and develop a high‑performing customer service team across contact channels. The role is permanent, full time (39 hours per week) with hours 8am–5pm, and flexibility to support service delivery.

You will drive performance through coaching, QA and data analysis, handle escalated enquiries, and implement service improvements to deliver outstanding customer experiences.

Qualifications

• Experience leading customer service teams in contact centre, housing, or service delivery environments.
• Strong coaching and performance management skills with focus on quality assurance and customer satisfaction.
• Ability to analyse performance data and identify improvement opportunities.
• Experience handling escalated complaints and complex customer enquiries.

Responsibilities

• Lead and develop a customer service team across channels to deliver outstanding customer experiences.
• Coach and manage staff performance, set targets and drive continuous improvement.
• Analyse data and implement service improvements based on performance metrics.
• Handle escalated enquiries efficiently and maintain high levels of customer satisfaction.

Skills

Team leadership

Performance management

Coaching

Quality assurance

Customer satisfaction

Data analysis

Stakeholder communication

People leadership

Tools

CRM systems

Job description

Irwell Valley Homes is seeking a Customer Service Team Leader in Sale, Manchester, to lead, coach and develop a high‑performing customer service team across contact channels. The role is permanent, full time (39 hours per week) with hours 8am–5pm, and flexibility to support service delivery.

You will drive performance through coaching, QA and data analysis, handle escalated enquiries, and implement service improvements to deliver outstanding customer experiences.