At a Glance
- Tasks: Lead a team to deliver top-notch customer service in a fast-paced environment.
- Company: Join Mears Group, a supportive and inclusive workplace committed to social value.
- Benefits: Enjoy 25 days annual leave, employee perks, and mental health support.
- Other info: Opportunities for personal development and a fun work culture await you!
- Why this job: Make a real difference by helping vulnerable customers and shaping a positive team culture.
- Qualifications: Proven leadership skills and a passion for excellent customer service.
The predicted salary is between 30962 - 30962 € per year.
Location: Manchester – Ardwick (M12) - fully office-based with no regular hybrid working.
Contract: Full Time, 12-month fixed term contract.
Weekday shifts: 15:30–00:00 Weekend shifts: 08:00–16:30 or 15:30–00:00. Additional OOH shift types available - to be discussed at interview.
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.
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.
Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitments.
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.
If you need any help with your application process, we are here to support you. We will be accessible every step of the way.
At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.
We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS).
In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates.
Enquiries/questions are welcomed - please send to csc.managers@mearsgroup.co.uk.
Customer Services Team Leader (OOH) employer: Mears Group PLC
Mears Group is an exceptional employer located in Manchester, offering a supportive and progressive work culture that prioritises employee wellbeing and development. With generous benefits such as 25 days of annual leave, volunteering opportunities, and a focus on mental health support, we empower our Customer Services Team Leaders to lead with compassion and integrity while making a meaningful impact in the community. Join us to be part of a diverse team that values individuality and fosters growth in a fast-paced, customer-focused environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Team Leader (OOH)
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership skills! Think of examples where you've motivated a team or resolved conflicts. Be ready to share these stories during your interview to demonstrate your fit for the Customer Services Team Leader role.
✨Tip Number 3
Prepare some thoughtful questions to ask at the end of your interview. This shows you're engaged and serious about the position. Ask about their approach to team wellbeing or how they support employee development – it’ll make you stand out!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your appreciation and keeping you fresh in their minds. Plus, it’s a great chance to reiterate your enthusiasm for the role.
We think you need these skills to ace Customer Services Team Leader (OOH)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Services Team Leader. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Leadership Skills:Since this is a leadership role, don’t forget to emphasise your experience in motivating and guiding teams. Share specific examples of how you've successfully led a team in a customer service environment or similar settings.
Communicate Clearly:Your written communication should be clear and concise. Make sure to proofread your application for any typos or grammatical errors, as we value high standards in both verbal and written communication.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Mears Group PLC
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Services Team Leader role. Familiarise yourself with the key responsibilities, especially around leading a team and providing high-quality customer support. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or resolved conflicts. Highlight your ability to motivate others and foster a positive work culture. This is crucial for a leadership role, so be ready to discuss how you can inspire your team to deliver excellent service.
✨Demonstrate Empathy and Communication
Given the nature of the role, it's essential to convey your empathetic communication style. Think of scenarios where you've dealt with vulnerable customers or challenging situations. Practise articulating how you would handle these interactions with compassion and professionalism.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during your interview. These might involve handling difficult customer interactions or managing team performance under pressure. Prepare by thinking through potential scenarios and how you would approach them, focusing on your problem-solving skills and ability to de-escalate situations.
