Customer Services Team Leader
$30,962–$30,962 year
On-siteManchester, England, United Kingdom
Job Summary
Lead and motivate a team of Customer Service Agents delivering support on repairs, rents, tenancies, antisocial behaviour, and transport. Foster a first-time fix culture by prioritising quality interactions over rigid metrics, ensuring the team adheres to service level agreements, policies, and procedures. Provide ongoing support through coaching, one-to-ones, and development opportunities while shaping a positive, people-first workplace culture. Analyse data to produce performance reports and deliver positive or difficult feedback with integrity. Manage own stress and support team wellbeing, adapting to change and handling unexpected challenges. Occasionally cover night shifts (20:00–08:30) and Bank Holiday shifts as required. Join a diverse, inclusive environment committed to improving homes, communities, and lives.
Required Qualifications
- 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
- Entitlement to work within the UK
- Valid passport
- Proof that you have lived in the UK for the last 5 years
- Proof of Address
- References
Desired Qualifications
- Compassion, empathy and resilience (essential for vulnerable customers)
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