Customer Services Team Leader

Overview 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 per week. Salary: up to £30,962.61 per annum. Responsibilities Lead and motivate a team of Customer Service Agents to provide high-quality support on matters such as repairs, rents, tenancies, antisocial behaviour and transport. Foster a first-time fix culture, prioritising quality interactions over rigid call metrics, and ensure the team operates in line with service level agreements, policies and procedures. Provide coaching, conducting one-to-one sessions and development opportunities to team members. Manage performance, delegate tasks, make decisions, and resolve conflicts while maintaining a calm, customer-focused service. 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 Benefits Friendly, supportive and progressive work culture and environment 25 days annual leave plus bank holidays Annual Mears Fun Day – paid for by Mears in recognition of your hard work Volunteering Leave – paid volunteering in the community Staff perks with Mears Rewards and discounts Employee Assistance Programme – confidential support services Mental Health First Aider Network – confidential support Employee of the Month Award – recognition with rewards Extensive L&D Programme with certified training Subsidised Eye Tests and support for DSE Office-based in Ardwick (M12), 5-minute walk from Hyde Road; free on-site parking and bike storage Free shuttle bus to Manchester Piccadilly Station during peak hours All our roles require entitlement to work within the UK. Mears does not currently offer visa sponsorship. As part of the recruitment process, we may carry out Background, Identity, Security clearance & BPSS checks and require relevant identification. We are a diverse and inclusive employer and value equal opportunities for all. #J-18808-Ljbffr