At a Glance
- Tasks: Lead a team to deliver exceptional customer service and support across various government contracts.
- Company: Join Mears, a supportive and progressive company dedicated to community service.
- Benefits: Enjoy 25 days annual leave, employee perks, and a fun day out with friends and family.
- Other info: Dynamic office environment with opportunities for personal and professional growth.
- Why this job: Make a real difference by helping vulnerable customers while developing your leadership skills.
- Qualifications: Proven leadership experience and strong communication skills are essential.
The predicted salary is between 30963 - 30963 £ per year.
- Annual salary: up to £30,962.61
- Customer Service Team Leader
- Location: Manchester - Ardwick (M12) - fully office based with no regular hybrid working
- Hours - 40 hours per week
- Week 1: Monday-Friday, 15:30-00:00 (weekend off)
- Week 2: Monday-Wednesday, Saturday-Sunday
- Weekday shifts: 15:30-00:00
- Weekend shifts: 08:00-16:30 or 15:30-00:00
- 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 Mears Benefits
- 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 - For employees in England, this is usually a theme park such as Drayton Manor.
- Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitments - do something worthwhile for a cause close to your heart.
- 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.
- Extensive L&D Programme that offers fully accredited certification in areas such as Prevent/Safeguarding and Mental Health Awareness.
- Mears Amazing Employee Awards
- Subsidised Eye Tests and cost towards glasses for DSE use
- Employee Networks and Sub-Forums
- Canteen and payable gym available
- Office-based in Ardwick (M12), 5-minute walk from Hyde Road
- Free on-site parking and bike/motorbike storage
- Free shuttle bus to Manchester Piccadilly Station during peak hours
All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.
As part of the recruitment process for this role, we will carry out a Background, Identity, Security clearance & BPSS check.
For these checks to be completed, we will require from you the relevant identification, including Proof of Address, References, a valid passport and proof that you have lived in the UK for the last 5 years.
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Customer Services Team Leader in Manchester employer: mearsgroup
Mears Group is an exceptional employer located in Peterborough, dedicated to making a positive impact in the communities we serve. With a strong focus on employee development, a supportive work culture, and a comprehensive benefits package including generous leave policies and wellbeing services, Mears fosters an inclusive environment where every team member can thrive. Join us as a Planner and enjoy opportunities for growth while contributing to meaningful service delivery in a fast-paced setting.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Team Leader in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at mearsgroup. 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 mearsgroup 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 Services 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 mearsgroup:Your cover letter is your chance to shine! Tell us why you want to work at mearsgroup 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 mearsgroup!
How to prepare for a job interview at mearsgroup
✨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.
