Customer Services Team Leader

Customer Services Team Leader (OOH)

Manchester – Ardwick (M12)

Full Time, Permanent Contract

• Hours – 40  per week
• Salary - £29,998.00

‘’Do you want to work for one of the UK’s leading housing and care service providers? Are you somebody who is open to new opportunities, works to achieve high standards and is customer focused? If so, we have an exciting opportunity to join us as a ‘’Customer Services Team Leader.’’

The Mears Red Thread:

At Mears, the Red Thread is the DNA of our business – it connects everything we do and everyone who works here.

It’s who we are at our best. It’s woven into every conversation, every action and every improvement we make. It’s how we work, support each other, and make a real difference to our clients, customers and the communities we serve.

The Red Thread is not just a set of values, its ‘Our Way’ and it’s made up of four main strands:

• PEOPLE - We always put people first.
• PURPOSE - We do the right thing with a clear purpose.
• BETTER - We take responsibility and make it better.
• TOGETHER - We work and achieve together.

Each of these strands relates to how we work and how we show up every single day – for our customers, our communities and for each other, and how we make a real difference every single day.

Every day, in every role, in every location – we’re all connected by the Red Thread This is Our Way.

About the Role:

We are looking for a Customer Services Team Leader to join a highly motivated and skilled OOH team who deliver a first-class service to our customers and clients.

You will lead, manage inspire and motivate a team and support in the service delivery for a range of Local and Central Government contracts and services – ensuring that your team deals efficiently with matters such as repairs, rents, tenancies, ASB, transport and more.

Many of our customers are highly vulnerable and so looking after your teams by being compassionate, empathetic and determined to help them through difficult enquiries is essential to being successful within the role.

You will work to a number of Key Performance Indicators within a range of Service Level Agreements. Due to the nature of our role as well the specific needs of our customer base, we value quality interactions with our customers over strict telephony-based metrics. You will therefore foster a first-time fix culture that is driven by a people first approach and underpinned by SOPs and governed by policies and procedures.

You can expect daily ‘on-the-job’ support from your colleagues and line management, as well as regular coaching sessions and regular 121s – all of which feed into your annual appraisal. We learn and grow together, and so as a team we are invested in your success within the role.

Our Promises to you:

• We will lead you with integrity and trust.
• We will inspire and motivate you to achieve our shared goals
• We will be trustworthy, reliable and dependable at all times
• We will treat you with equity, honesty and respect regardless of who you are and where you come from.
• We will recognise your hard-work and achievements and help you improve in a supportive and structured way, wherever needed

You’ll ideally have or be willing to work towards the following:

Leadership Skills

• Ability to motivate and guide a team through a range of tasks and experiences.
• Delegation and decision-making capabilities.
• Conflict resolution and team development.
• Substantial experience leading teams within a customer service environment OR transferrable skills and a willingness to learn a new industry.
• Promote a professional environment where everyone can thrive
• Promote a workplace culture that prioritises wellbeing

Communication Skills

• Clear and empathetic communication with both customers and team members.
• Active listening and feedback delivery.
• High standard in verbal and written communications

Customer Focus

• Strong understanding of customer needs and expectations.
• Commitment to delivering excellent service.

Problem-Solving Abilities

• Quick thinking and effective resolution of customer issues.
• Analytical skills to identify root causes and implement solutions.
• Ability to effectively de-escalate internal and external situations.

Organisational Skills

• Time management and prioritisation.
• Ability to manage multiple tasks and responsibilities efficiently.
• Working to strict deadlines and managing the deadlines of the team

Technical Proficiency

• Basic IT literacy - able to use Microsoft 365 Applications
• Familiarity with CRM systems and customer service tools/techniques
• Data analysis and reporting skills.

Emotional Intelligence

• Patience, empathy, and resilience.
• Ability to manage own stress and support team wellbeing.
• Able to logically and empathetically investigate the reasons for behaviours before drawing conclusions.

Performance Management

• Monitoring KPIs and team performance.
• Coaching and development of team members using established coaching and mentoring techniques.
• Building cyclical review and improvement plans

Adaptability

• Flexibility to handle change and unexpected challenges.
• Occasionally covering Night Shift – between 20:00 till 08:30 when needed
• Willingness to learn and improve processes.
• Able to attend training and development opportunities during daytime hours as needed.

Integrity and Accountability

• Honest and ethical behaviour.
• Prioritise trust at all levels.
• Lead with best practice and by positive example.
• Leading teams with integrity and taking ownership of each team member
• Delivering both positive and negative news with honesty
• Taking responsibility for team outcomes

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

Working Hours & Site Details:

Customer Services OOH Agent - 40 hours a week, Evening and Weekends, 2-week rotation - A great opportunity for those who might have commitments during normal office hours such as education, school runs, appointments etc:

• Week 1: Monday-Friday (weekend off) – Shift starts at 15:30PM and finishes at 00:00AM with 30-minute unpaid lunch break
• Week 2: Monday-Wednesday (Thursday & Friday off) & Saturday-Sunday – Shifts on a weekday remain the same as above and on a weekend can range between 08:00AM – 16:30PM (Morning Shift) or 15:30PM to 00:00PM (Evening Shift)
• There will be a requirement to work Bank Holidays.

Site Information:

• The role is fully office-based at our location based in Ardwick (M12) – great transport links, 5-minute walk from Hyde Road.
• Free Parking on-site – ANPR system – facilities to store bikes and motorbikes onsite
• Free shuttlebus from site to Manchester Piccadilly station in 15-minute intervals - between 7:30AM till 9:30AM and then between 16:30PM and 18:30PM

Where shift/working pattern adjustments need to be made subject to business need, these will always be communicated at least a month in advance.

Mears 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 – 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 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

As part of the recruitment process for this role, we will carry out a DBS & BPSS check, as well as Security Clearance or Counter-Terrorism Checks. For these checks to be completed, we will require from you the relevant identification including:

One form of photographic identification – such as passport, driving licence etc. Proof of Right to Work in the UK documentation (as applicable) – UK passport, birth certificate, naturalisation certificate/indefinite leave to remain document, Government EU settled status share code. Documentation with your National Insurance number on it – etc payslip, letter from DWP, UC, JSA or HB etc. Documentation to show proof of current address - must be dated within last 3 months – bill, bank statement, doctor’s letter etc. Documentation that shows proof of residence in UK for last 5 years. X2 References from previous employment. (One must be professional/academic, the second can be personal if needed) Name, Relation to you and email is all that is needed.

Mears Group is a Disability confident employer and recognises our people as our greatest asset, we hire individuality, recognising and valuing everyone is individual and ensuring equal access to opportunities for all regardless of social economic background or individual make up.

Apply below or to discuss your application further; contact:

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.