Customer Services Team Leader

Customer Service Team Leader

Location:
Manchester
- Ardwick (M12) - fully office based with no regular hybrid working

Contract:
Full Time, 12-month fixed term contract

Hours - 40 hours per week

• Week 1:
  Monday-Friday, 15:30-00:00 (weekend off)
• Week 2:
  Monday-Wednesday, Saturday-Sunday
  • Weekday shifts: 15:30-00:00
  • Weekend shifts: 08:00-16:30 or 15:30-00:00

Salary - £30,962.61 per annum

About the Role

We are currently recruiting for a Customer Services Team Leader to join our team in Manchester. This is a key leadership role within a fast-paced, customer-focused environment, supporting the delivery of services across a range of Local and Central Government contracts. You will lead and motivate a team of Customer Service Agents, ensuring they provide high-quality support on matters such as repairs, rents, tenancies, antisocial behaviour and transport.

Many of our customers are vulnerable, so compassion, empathy and resilience are essential. You'll foster a first-time fix culture, prioritising quality interactions over rigid call metrics, and ensure your team operates in line with service level agreements, policies and procedures. You'll receive ongoing support through coaching, one-to-ones and development opportunities, and play a key role in shaping a positive, people-first workplace culture.

Role Criteria

• Proven leadership skills with the ability to motivate, guide and develop a team
• Experience leading teams in a customer service environment or transferable skills with a willingness to learn
• Strong delegation, decision-making and conflict resolution abilities
• Clear and empathetic communication with both customers and team members
• High standard of verbal and written communication
• Strong understanding of customer needs and commitment to excellent service
• Quick thinking and effective problem-solving skills
• Ability to de-escalate internal and external situations professionally
• Excellent time management and ability to prioritise multiple tasks
• Comfortable working to strict deadlines and managing team performance
• Basic IT literacy (Microsoft 365) and familiarity with CRM systems
• Ability to analyse data and produce performance reports
• Emotionally intelligent, with patience, empathy and resilience
• Able to manage own stress and support team wellbeing
• Experience in coaching, mentoring and performance management
• Willingness to adapt to change and handle unexpected challenges
• Able to occasionally cover night shifts (20:00-08:30) when required
• Willing to attend daytime training and development sessions
• Expected to cover Bank Holiday shifts (with time/pay in lieu) as these are normal working hours during OOH
• Honest, ethical and accountable in all aspects of leadership
• Able to deliver both positive and difficult feedback with integrity
• Committed to leading by example and taking ownership of team outcomes

Mears Benefits:

• Friendly, supportive and progressive work culture and environment.
• 25 days annual leave plus bank holidays
• Annual Mears Fun Day
  - Free day out for you, friends/family paid for by Mears in recognition of your hard work throughout the year
  - For employees in England, this is usually a theme park such as Drayton Manor.
• Volunteering Leave
  - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitments - do something worthwhile for a cause close to your heart.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
• Employee Assistance Programme
  - Confidential support services for Mental and Physical wellbeing
• Mental Health First Aider Network
  - Confidential MHFA support and signposting.
• Employee of the Month Award (Departmental) - a chance to win recognition within the department as well as monthly/yearly rewards vouchers.
• Extensive L&D Programme that offers fully accredited certification in areas such as Prevent/Safeguarding and Mental Health Awareness.
• Mears Amazing Employee Awards
• Subsidised Eye Tests and cost towards glasses for DSE use
• Employee Networks and Sub-Forums
• Canteen and payable gym available
• Office-based in Ardwick (M12), 5-minute walk from Hyde Road
• Free on-site parking…