Annual salary: up to £29,400.00

Customer Services Team Leader

Manchester

Full Time – Permanent Role

Salary up to £29,400 per annum

Have you always wanted to work for a company that cares about their customer’s happiness as well as their employees? Mears group may just have the answer for this as a job has opened up for you. We are searching for someone who is dedicated to helping customers while reaching their own career goals – could this be you?

Who are we?

Mears is one of the UK’s leading housing and care providers to both the public and private sector, with over 6,500 employees, working with clients to help develop, fund and implement their placemaking ambitions. We provide Housing Management services right across the UK. We work in partnership with Central and Local Government, registered providers, tenants, landlords and investors to find solutions to homelessness, provide more social and affordable housing and create specialist housing for people with care needs.

About the Role:

We are looking for an experienced Customer Services Team Leader to join the day to oversee the productivity of our 10 Customer Service Agents. You’ll be a part of our rapidly expanding company on a permanent basis, leading through motivation and leading by example. You'll ensure that team members meet required standards for taking and processing emails and calls from Mears Group customers and their customers to fulfil the groups contract.

Role requirements:

• Reporting to the Service Manager, management of designated team and resources including resource planning for their respective teams
• Lead the day-to-day performance of the Customer Service Centre designated teams to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
• Deliver business strategy for MHM Local and wider MHM contracts and interests, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
• Carry out staff development and training to fulfil contract obligations working with HR and L&D departments where applicable.
• Lead, inspire and co-ordinate designated Service Centre team at all levels to create motivated and engaged colleagues. 
• Apply best practice and carry out continuous improvement plans – including improvement of methodology, adapting to new technologies and research of best practice across the industry.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
• Keen understanding of stakeholder management
• Ability to work under pressure, proactively anticipate threats to service delivery and provide mitigation.
• Understanding of the housing industry, social, private and/or other.

Role Criteria:

• Substantial experience within a customer service environment (contact centre based, or telephony based) and leading a team
• Competency in Microsoft office 365 applications
• Detail orientated to ensure processes are executed correctly as per standard operating procedures.

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

Working Hours

Day position: Mon - Friday 08:00 – 17:30 Shift patterns within core day time operational hours of service covering a 40 hour working week

Benefits we can offer you

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
• Family friendly policies
• Recognised and accredited management qualifications

To apply, follow the link below or to discuss your application further; contact Lauren [email protected]

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.

As part of the recruitment process for this role, we will carry out a DBS & BPSS check, as well as Security Clearance. 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.