We are 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.
Requirements
- 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
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
- Volunteering Leave - Mears supports employees to undertake paid volunteering in the community
- 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
