Customer Service Team Leader - Lead with Empathy

Mears Group PLC; Manchester (MO); On-site; USD 38,000 - 46,000; Full time

Benefits offered by this job

25 days annual leave plus bank hols

Annual Fun Day

Volunteering Leave

Mears Rewards discounts

Employee Assistance Programme

MHFA Support

On-site parking

Shuttle bus

Job summary

We are recruiting a Customer Services Team Leader to join our Manchester-based team. This is a key leadership role within a fast-paced, customer‑focused environment, supporting the delivery of services across local and central government contracts.

You will lead and motivate a team of Customer Service Agents to provide high‑quality support on repairs, rents and tenancies. Many customers are vulnerable, so compassion, empathy and resilience are essential.

Qualifications

• Proven leadership to motivate and develop a team.
• Experience leading customer service teams or transferable skills.
• Strong delegation, decision-making and conflict resolution.
• Clear and empathetic communication with customers and staff.
• Ability to analyse data and produce performance reports.

Responsibilities

• Lead and motivate a team of Customer Service Agents to deliver high‑quality support across key contracts.
• Ensure the team operates in line with service level agreements, policies and procedures.
• Foster a first‑time fix culture and maintain focus on quality interactions over call metrics.
• Provide coaching and development opportunities to grow team capability and morale.

Skills

Leadership

Customer service

Communication

Conflict resolution

Time management

Microsoft 365

CRM systems

Data analysis

Tools

CRM systems

Microsoft 365

Job description

We are recruiting a Customer Services Team Leader to join our Manchester-based team. This is a key leadership role within a fast-paced, customer‑focused environment, supporting the delivery of services across local and central government contracts.

You will lead and motivate a team of Customer Service Agents to provide high‑quality support on repairs, rents and tenancies. Many customers are vulnerable, so compassion, empathy and resilience are essential.