At a Glance
- Tasks: Lead a team of Customer Care Agents to deliver exceptional service.
- Company: Aira is a next-gen home energy champion focused on sustainability.
- Benefits: Enjoy hybrid working, 25 days leave, health cash plan, and shopping discounts.
- Other info: Training provided at Aira Academy; strong focus on innovation and inclusion.
- Why this job: Join a diverse team making a positive impact in the clean energy sector.
- Qualifications: 3+ years in customer service with leadership experience required.
The predicted salary is between 32000 - 48000 £ per year.
Join to apply for the Customer Care Team Leader role at Aira
Join to apply for the Customer Care Team Leader role at Aira
Get AI-powered advice on this job and more exclusive features.
This range is provided by Aira. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Pushing boundaries for a sustainable future
We are a next-generation home energy champion. We passionately believe that creating smart, sustainable homes is our way to make a positive impact in the world.
About The Role Of Customer Care Team Leader
We are seeking a dedicated, passionate and customer-focused Leader to join our team in Manchester. You\'ll be leading a team of brilliant Customer Care Agents, and together you will ensure that Aira\'s customers continue to receive a world-class service from Europe\'s most innovate heating company. For this crucial role, you will need previous experience in a similar position. You will be accountable for maintaining exceptional levels of service for Aira customers right across the UK, ensuring SLAs are met and KPI\'s are hit.
You\'ll learn all about Air Source Heat Pumps at the Aira Academy in Sheffield, and gain hands on experience with the most innovative Clean Energy Tech available. This is a Hybrid role, and you\'ll be working with your team in our Manchester office at least 3 days per week.
What you\'ll be doing as a Customer Care Team Leader
Team Management
- Supervise, train, and mentor Customer Care Agents to ensure high-quality service delivery.
- Conduct regular team meetings to review performance, discuss challenges, and share best practices.
- Set individual and team goals aligned with company objectives and monitor progress.
- Foster a positive team culture focused on customer satisfaction, collaboration, and continuous improvement.
- Monitor and manage communication channels to ensure timely responses.
- Facilitate cross-functional collaboration with departments such as Marketing, Product, and Technical Support to improve service delivery and customer satisfaction.
- Monitor and respond to customer feedback on review platforms.
- Oversee the team’s adherence to SLAs and KPIs, such as response times, resolution times, and customer satisfaction scores.
- Review and analyse daily, weekly, and monthly performance reports, identifying trends and areas for improvement.
- Act as the first point of contact for escalated or sensitive issues and manage them through to closure with clear customer communication throughout.
- Identify opportunities for improving customer care processes, reducing response times, and enhancing service quality.
We will provide all necessary product training at our Aira Academy, however we need you to have the following:
- 3+ years of experience in customer service, with at least 1 year in a supervisory or team lead role, preferably within the heating or energy sector.
- Experience managing customer care SLAs and KPIs.
- Strong leadership and people management skills.
- Experience of taking full ownership of customer complaints, including complex, high-level, Ombudsman, and HIES cases, with demonstrable examples of a fair and timely resolution.
- High proficiency in CRM systems, collaborative working packages (Teams), and data analysis.
- £40,000
- 25 days annual leave + Bank Holidays
- Hybrid working
- Health Cash Plan
- Reward Gateway (shopping discount)
- Life Insurance
- Pension
- Referral Scheme
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Job function
Job function
Information TechnologyIndustries
Services for Renewable Energy
Referrals increase your chances of interviewing at Aira by 2x
Sign in to set job alerts for “Customer Care Team Lead” roles.
Manchester, England, United Kingdom 2 weeks ago
Greater Manchester, England, United Kingdom 2 months ago
Senior Customer Experience Executive - PPD (FTC)
Manchester, England, United Kingdom 1 day ago
Manchester, England, United Kingdom 1 week ago
Customer Service Agent - PART TIME - UK - 25
Manchester, England, United Kingdom 5 days ago
Manchester, England, United Kingdom 2 weeks ago
Customer Service Colleague - Manchester Airport
Manchester, England, United Kingdom 1 day ago
Manchester, England, United Kingdom 6 days ago
Manchester, England, United Kingdom 4 days ago
Manchester, England, United Kingdom 2 days ago
Manchester, England, United Kingdom 4 days ago
Wilmslow, England, United Kingdom 1 week ago
Greater Manchester, England, United Kingdom 2 days ago
Warrington, England, United Kingdom 1 week ago
Manchester, England, United Kingdom 1 week ago
Manchester, England, United Kingdom 2 weeks ago
Manchester, England, United Kingdom 2 weeks ago
Irlam, England, United Kingdom 1 month ago
Stretford, England, United Kingdom 3 weeks ago
Manchester, England, United Kingdom 5 days ago
Droylsden, England, United Kingdom 6 days ago
Salford, England, United Kingdom 1 week ago
Manchester, England, United Kingdom 1 month ago
Manchester, England, United Kingdom 2 months ago
Greater Manchester, England, United Kingdom 2 days ago
Manchester, England, United Kingdom 3 days ago
Manchester, England, United Kingdom 2 days ago
Stalybridge, England, United Kingdom 3 weeks ago
Woodley, England, United Kingdom 3 weeks ago
Halifax, England, United Kingdom 2 days ago
Stockport, England, United Kingdom 6 days ago
Manchester, England, United Kingdom 3 days ago
Full-Time Customer Service Advisor (Wigan, UK)
Greater Manchester, England, United Kingdom 2 days ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-LjbffrCustomer Care Team Leader in Manchester employer: Aira
Aira is an exceptional employer, offering a dynamic work environment in Manchester where innovation meets sustainability. As a Customer Care Team Leader, you'll benefit from a supportive culture that prioritises employee growth through comprehensive training at the Aira Academy, alongside competitive perks such as hybrid working, generous leave, and a commitment to diversity and inclusion. Join us in making a positive impact while advancing your career in the renewable energy sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Team Leader in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aira. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aira before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Team Leader in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aira:Your cover letter is your chance to shine! Tell us why you want to work at Aira specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aira!
How to prepare for a job interview at Aira
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
