At a Glance
- Tasks: Lead a dynamic customer service team, ensuring top-notch support and continuous improvement.
- Company: Join Riverside, a leading not-for-profit housing association making a real difference.
- Benefits: Enjoy competitive pay, generous holidays, flexible working, and personal development opportunities.
- Other info: Be part of a diverse team committed to inclusivity and community support.
- Why this job: Make an impact in a supportive environment while developing your leadership skills.
- Qualifications: Experience in leading teams, coaching, and a passion for customer service.
The predicted salary is between 39912 - 43870 £ per year.
Contract Type: Fixed term for up to 12 months
Salary: £39,912.07 (£43,869.98 after 12 months successful performance) plus 10% night allowance
Working Hours: 35 hours per week, full time
Working Pattern: 4 nights out of 7 on a rotational basis. 10pm – 8am
Location: Liverpool, Speke
Role Overview
We are looking for a Customer Service Team Leader to provide strong, values‑led operational leadership, ensuring a resilient support structure within the Customer Service Centre. You will lead and develop a multidisciplinary team delivering a high‑quality, right‑first‑time, customer‑focused 24/7 omni‑channel service to internal and external customers, driving inclusivity, responsiveness and continuous improvement. You will take accountability for team performance, leading coaching, motivation and development, while ensuring effective adherence management across all service channels.
About You
- Data driven & evidence‑based experience in leading high performing teams
- Business focused with a strong willingness to monitor and deliver KPI’s and drive team performance
- Experience in providing on the job coaching to support staff
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK.
Working With Us, You’ll Enjoy
- Competitive pay & generous pension
- 25 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
Diversity and Inclusion at Riverside
We are inclusive. We value diversity in all its forms and foster a workplace where all individuals are respected, empowered and heard. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability.
Role Profile
- Lead and support a high‑performing call centre team
- Manage KPIs (FCR, AHT, Quality) and drive improvements
- Handle escalations, performance reviews and underperformance
- Analyse performance data to identify trends and improvements
- Produce regular reports and share insights with stakeholders
- Deliver coaching, feedback and training support
- Address skill gaps and support career development
- Build a positive, inclusive team culture
- Lead team meetings and promote engagement and wellbeing
- Ensure resource levels meet demand
- Support process improvements and system changes
- Maintain compliance and service standards
Person Specification
Essential
- Data driven & evidence‑based experience in leading high performing teams
- Business focused with a strong willingness to monitor and deliver KPI’s and drive team performance
- Experience in providing on the job coaching to support staff
- The want to challenge the status quo and making difficult decisions
- High energy and the able to positivity challenge when required
- Strong leadership and people management skills in a contact centre environment
- Excellent communication and interpersonal abilities
- Analytical mindset with proficiency in Excel and other reporting tools
- Ability to handle pressure when the going gets tough and make decisions quickly
- Passion for customer service and team development
Desirable
- Experience of working in a social housing environment
- Experience of utilizing CCaaS solutions to manage customer interactions across various channels such as telephony, email, chat and app
About Us
Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.
Our Values and Behaviours Creating an Inclusive Environment
CSC Nights Team Leader in Liverpool employer: Riverside
Riverside is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee development and well-being. With competitive pay, generous benefits, and a commitment to diversity, employees are empowered to thrive in their roles while making a meaningful impact in the community. Located in Liverpool, this role provides the opportunity to lead a high-performing team in a dynamic environment, contributing to the revitalisation of neighbourhoods and enhancing the lives of residents.
StudySmarter Expert Advice🤫
We think this is how you could land CSC Nights Team Leader in Liverpool
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Riverside. 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 Riverside 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 CSC Nights Team Leader in Liverpool
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 Riverside:Your cover letter is your chance to shine! Tell us why you want to work at Riverside 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 Riverside!
How to prepare for a job interview at Riverside
✨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.
