About this role
Annual salary: up to £30,962.61 Customer Service Team Leader
Location: Manchester – Ardwick (M12) - fully office based with no regular hybrid working
Contract: Full Time, 12-month fixed term contract
Hours – 40 hours per week
Week 1: Monday–Friday, 15:30–00:00 (weekend off)Week 2: Monday–Wednesday, Saturday–Sunday Weekday shifts: 15:30–00:00Weekend 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 teamExperience leading teams in a customer service environment or transferable skills with a willingness to learnStrong delegation, decision-making and conflict resolution abilitiesClear and empathetic communication with both customers and team membersHigh standard of verbal and written communicationStrong understanding of customer needs and commitment to excellent serviceQuick thinking and effective problem-solving skillsAbility to de-escalate internal and external situations professionallyExcellent time management and ability to prioritise multiple tasksComfortable working to strict deadlines and managing team performanceBasic IT literacy (Microsoft 365) and familiarity with CRM systemsAbility to analyse data and produce performance reportsEmotionally intelligent, with patience, empathy and resilienceAble to manage own stress and support team wellbeingExperience in coaching, mentoring and performance managementWillingness to adapt to change and handle unexpected challengesAble to occasionally cover night shifts (20:00–08:30) when requiredWilling to attend daytime training and development sessionsExpected to cover Bank Holiday shifts (with time/pay in lieu) as these are normal working hours during OOHHonest, ethical and accountable in all aspects of leadershipAble to deliver both positive and difficult feedback with integrityCommitted 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 holidaysAnnual 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 moreEmployee Assistance Programme – Confidential support services for Mental and Physical wellbeingMental 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 AwardsSubsidised Eye Tests and cost towards glasses for DSE useEmployee Networks and Sub-ForumsCanteen and payable gym availableOffice-based in Ardwick (M12), 5-minute walk from Hyde RoadFree on-site parking and bike/motorbike storageFree 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.
Apply below or to discuss your application further; contact:
Beth Dunford () 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) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.
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. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.