About the Role
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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:
1. We will lead you with integrity and trust.
2. We will inspire and motivate you to achieve our shared goals
3. We will be trustworthy, reliable and dependable at all times
4. We will treat you with equity, honesty and respect regardless of who you are and where you come from.
5. 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
6. Ability to motivate and guide a team through a range of tasks and experiences.
7. Delegation and decision-making capabilities.
8. Conflict resolution and team development.
9. Substantial experience leading teams within a customer service environment OR transferrable skills and a willingness to learn a new industry.
10. Promote a professional environment where everyone can thrive
11. Promote a workplace culture that prioritises wellbeing
Communication Skills
12. Clear and empathetic communication with both customers and team members.
13. Active listening and feedback delivery.
14. High standard in verbal and written communications
Customer Focus
15. Strong understanding of customer needs and expectations.
16. Commitment to delivering excellent service.
Problem-Solving Abilities
17. Quick thinking and effective resolution of customer issues.
18. Analytical skills to identify root causes and implement solutions.
19. Ability to effectively de-escalate internal and external situations.
Organisational Skills
20. Time management and prioritisation.
21. Ability to manage multiple tasks and responsibilities efficiently.
22. Working to strict deadlines and managing the deadlines of the team
Technical Proficiency
23. Basic IT literacy - able to use Microsoft 365 Applications
24. Familiarity with CRM systems and customer service tools/techniques
25. Data analysis and reporting skills.
Emotional Intelligence
26. Patience, empathy, and resilience.
27. Ability to manage own stress and support team wellbeing.
28. Able to logically and empathetically investigate the reasons for behaviours before drawing conclusions.
Performance Management
29. Monitoring KPIs and team performance.
30. Coaching and development of team members using established coaching and mentoring techniques.
31. Building cyclical review and improvement plans
Adaptability
32. Flexibility to handle change and unexpected challenges.
33. Occasionally covering Night Shift – between 20:00 till 08:30 when needed
34. Willingness to learn and improve processes.
35. Able to attend training and development opportunities during daytime hours as needed.
Integrity and Accountability
36. Honest and ethical behaviour.
37. Prioritise trust at all levels.
38. Lead with best practice and by positive example.
39. Leading teams with integrity and taking ownership of each team member
40. Delivering both positive and negative news with honesty
41. Taking responsibility for team outcomes
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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:
42. Week 1: Monday-Friday (weekend off) – Shift starts at 15:30PM and finishes at 00:00AM with 30-minute unpaid lunch break
43. 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)
44. There will be a requirement to work Bank Holidays.
Site Information:
45. The role is fully office-based at our location based in Ardwick (M12) – great transport links, 5-minute walk from Hyde Road.
46. Free Parking on-site – ANPR system – facilities to store bikes and motorbikes onsite
47. 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
Mears Benefits:
48. Friendly, supportive and progressive work culture and environment.
49. 25 days annual leave plus bank holidays
50. 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.
51. 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.
52. Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
53. Employee Assistance Programme – Confidential support services for Mental and Physical wellbeing
54. Mental Health First Aider Network – Confidential MHFA support and signposting.
55. Employee of the Month Award (Departmental) – a chance to win recognition within the department as well as monthly/yearly rewards vouchers.
56. Extensive L&D Programme that offers fully accredited certification in areas such as Prevent/Safeguarding and Mental Health Awareness.
57. Mears Amazing Employee Awards
58. Subsidised Eye Tests and cost towards glasses for DSE use
59. Employee Networks and Sub-Forums