Customer Service Team Leader

CSC Team Leader – Northwich

Join the RMG family as a CSC Team Leader and help shape the future of our Customer Service Centre!

Are you passionate about leading teams, driving performance, and delivering exceptional customer service? RMG is growing, and we're looking for a motivated CSC Team Leader to inspire and support our talented advisors in Northwich.

Full time office based at our Northwich Office, CW9 7LN

• Lead by example, motivate, inspire, and monitor your team to achieve individual, team, and department KPIs.
• Identify, develop, and maintain employee knowledge through effective training and coaching.
• Deliver on all SLA metrics and KPIs, ensuring quality targets are surpassed and compliance is maintained.
• Foster a “One Team Ethos” and champion “One Touch Processing” for seamless customer experiences.
• Conduct regular 1:1s, plan and execute development plans, and address employment relation issues in line with RMG procedures.
• React proactively to customer escalations, ensuring every customer journey is a positive one.
• Monitor time and attendance, overtime budgets, rotas, and absences.
• Identify and support process and business development improvements.
• Analyse data and report on key trends, advisor performance and productivity.

37.5 hours per week – Our Customer Service Centre operates 24/7 to support our customers. The CSC Team Leader rota follows a 4‑week rotation:

• Week 1: 8 am–4 pm
• Week 2: 9 am–5 pm
• Week 3: 10 am–6 pm
• Week 4: 12 pm–8 pm

Every 4 weeks, you’ll work a weekend shift, with days off in lieu the week before and after.

We are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.

• Excellent communication skills, both written and verbal, with the ability to work with stakeholders at all levels.
• Experience in team management, including training, coaching, and motivating staff.
• Strong IT and data review skills, with an understanding of performance, rota management, and reporting.
• Ability to manage complaints and difficult customers, and influence a positive working environment.
• Previous contact‑centre team‑management experience is preferred.
• Experience in Microsoft Office and knowledge of property management, leasehold requirements, and legislation is desirable.
• Experience of managing in accordance with HR policies and procedures.

• 27 days holiday plus bank holidays
• Free onsite parking
• Potential to earn bonus
• Fantastic reward and recognition scheme
• Career development and extensive opportunities to progress
• Themed events throughout the year
• Free Healthcare cashback plan (covering optical, dental, physiotherapy, GP charges, and more)
• 24/7 access to remote GP services, mental health, and financial support

If you meet the criteria and are ready to make the next step in your career, please apply through our simple 5‑minute application process. Upload a CV and a supporting statement demonstrating how you meet the requirements of the role.

For any questions, email the recruitment team.

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We are happy to work with you to ensure you have the opportunity to perform at your best.

As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided you meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application.

Places for People follows robust safeguarding policies and procedures. All employees, volunteers, and contractors are expected to uphold the highest standards of safeguarding and accountability. We conduct pre‑employment checks, including DBS checks where applicable.