Customer Services Team Leader

Customer Service Team Leader Location: Manchester - Ardwick (M12) 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 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 Basic IT literacy (Microsoft 365) and familiarity with CRM systems Ability to analyse data and produce performance reports Experience in coaching, mentoring and performance managementMears Benefits: 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.