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- Tasks: Lead a dynamic customer service team to deliver top-notch support and drive continuous improvement.
- Company: Join Riverside, a forward-thinking housing association making a real difference in communities.
- Benefits: Enjoy competitive pay, generous holidays, flexible working, and investment in your personal development.
- Other info: Inclusive workplace with a commitment to diversity and career growth opportunities.
- Why this job: Be a key player in enhancing customer experiences while developing your leadership skills.
- Qualifications: Proven experience in leading teams, strong communication skills, and a passion for customer service.
The predicted salary is between 39912 - 43869 £ per year.
Contract Type: Permanent
Salary: £39,912.07 ( £43,869.98 is achieved after 12 months successful performance in the role )
Working Hours: 35 hours per week, full time
Working Pattern: Monday – Sunday between 7am – 10pm with the requirement to work 1 in 4 weekends
Location: Liverpool, Speke
Number of positions: 2
Responsibilities
- 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.
- Take accountability for team performance, leading coaching, motivation and development, while ensuring effective adherence management across all service channels.
- 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.
Qualifications and Requirements
- Data-driven and evidence-based experience in leading high-performing teams.
- Business-focused with a strong willingness to monitor and deliver KPIs and drive team performance.
- Experience in providing on-the-job coaching to support staff.
- Ability to challenge the status quo and make difficult decisions; high energy with the ability to positively 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 and make quick decisions; passion for customer service and team development.
- Desirable: experience in a social housing environment; experience using CCaaS solutions to manage multi-channel interactions (telephone, email, chat, app).
About Us
Riverside is a housing association with a difference—enhancing the everyday for all our customers. For 90 years, we’ve revitalised neighbourhoods and supported communities by providing homes people need. We own and manage around 75,000 homes across the UK, with work spanning homelessness services, social care, employment support to retirement living.
Diversity, Inclusion and Employment Information
We are inclusive and value diversity in all its forms. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for applicants who declare a disability; if the applicant meets the minimum requirements for the role they will be guaranteed an interview.
Applications may close before the deadline; please apply early to be considered.
Benefits
- Competitive pay and generous pension
- 25 days holidays plus bank holidays
- Flexible working options available
- Investment in learning, personal development and technology
- A wide range of benefits
Customer Service Team Leader in Liverpool employer: Riverside
Contact Detail:
Riverside Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader in Liverpool
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Riverside. Check out their website and social media to understand their values and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to leadership and customer service. Think about your past experiences and how they align with the role of Customer Service Team Leader. We recommend doing mock interviews with friends or family to build your confidence.
✨Tip Number 3
Show off your data skills! Since the role requires an analytical mindset, be ready to discuss how you've used data to drive performance improvements in previous roles. Bring examples of KPIs you've managed and how you’ve tackled challenges using data-driven decisions.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Service Team Leader in Liverpool
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in leading teams and driving performance. We want to see how your skills align with our customer-focused approach!
Showcase Your Leadership Skills: In your application, don’t shy away from sharing examples of how you've motivated and developed teams in the past. We love seeing real-life stories that demonstrate your ability to lead and inspire others.
Be Data-Driven: Since we value an analytical mindset, include any relevant data or metrics that showcase your success in managing KPIs and improving team performance. Numbers speak volumes, so let them do the talking!
Apply Through Our Website: We encourage you to submit your application through our website for a smoother process. It’s the best way to ensure your application gets into the right hands quickly!
How to prepare for a job interview at Riverside
✨Know Your Stuff
Before the interview, make sure you understand Riverside's mission and values. Familiarise yourself with their approach to customer service and how they support communities. This will help you align your answers with what they’re looking for.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you motivated your team, handled escalations, or improved performance metrics. Be ready to discuss your coaching style and how you develop talent.
✨Be Data-Driven
Since the role requires an analytical mindset, come prepared with examples of how you've used data to drive decisions. Whether it’s improving KPIs or identifying trends, showing that you can leverage data effectively will impress them.
✨Engage and Ask Questions
Interviews are a two-way street! Prepare thoughtful questions about the team culture, performance expectations, and how they measure success. This shows your genuine interest in the role and helps you assess if it's the right fit for you.