Customer Services Team Leader

Customer Services Team Leader (Out-of-Hours)

Location: Manchester – Ardwick (M12)

Contract Type: Full-Time, Permanent

Hours: 40 hours per week (Evenings and Weekends, 2-week rotation)

Salary: £29,998.00 per annum

We are currently recruiting for a Customer Services Team Leader to join our Out-of-Hours (OOH) 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.

Key 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
• 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
• 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

Working Hours & Site Details:

• Week 1: Monday–Friday, 15:30–00:00 (weekend off)
• Week 2: Monday–Wednesday, Saturday–Sunday
  • Weekday shifts: 15:30–00:00
  • Weekend shifts: 08:00–16:30 or 15:30–00:00
• Bank Holiday cover required
• 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 (peak hours)

The Mears Red Thread

The Red Thread is the heartbeat of Mears - it connects everything we do and everyone who works here. It’s how we work, support each other, and make a real difference to our customers and communities.

It’s not just a set of values - it’s Our Way, made up of four key strands:

• People – We always put people first
• Purpose – We do the right thing with clear intent
• Better – We take ownership and improve things
• Together – We achieve more by working as one

Wherever we are, whatever our role - we’re all connected by the Red Thread. This is how we show up, every day. This is Our Way.

Benefits:

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day (e.g. Drayton Manor)
• Paid volunteering leave
• Mears Rewards – discounts on groceries, holidays, eye tests and more
• Share save scheme
• Employee Assistance Programme (mental and physical wellbeing support)
• Mental Health First Aider Network
• Departmental Employee of the Month awards
• Accredited training in areas such as Safeguarding and Mental Health Awareness
• Mears Amazing Employee Awards
• Subsidised eye tests and contribution towards DSE glasses
• Employee networks and sub-forums
• Friendly, supportive and progressive work culture

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:

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.