Customer Support Team Leader

CUSTOMER SUPPORT TEAM LEADER Premier Competitive Office Based - Macclesfield ROLE OVERVIEW You will lead a motivated customer support team at the heart of our service, shaping excellent experiences for residents, leaseholders and clients.

With proven contact centre expertise, you will coach, support and empower your team to handle high-volume, multi-channel enquiries with empathy, accuracy and pace. You will be curious and improvement-minded, confident challenging existing processes to make them simpler, faster and more effective.

Property management experience is advantageous but not essential; what matters most is your people leadership, your operational rigour, and your passion for raising the bar for customers and colleagues. ROLE EXPECTATIONS You will be on the floor with your team, removing obstacles, coaching for quality, and keeping service levels on track across phone, email and digital channels.

You will use data to spot trends, implement improvements, and collaborate with colleagues across Operations and Property Management to resolve issues quickly. You will set clear standards, recognise great work, and foster a supportive, learning-focused culture.

WHAT SUCCESS LOOKS LIKE Your team consistently meets or exceeds SLAs, quality scores and first contact resolution targets. Customers feel heard and helped, reflected in strong satisfaction and reduced repeat contacts. You identify and deliver process improvements that cut handling time and improve outcomes.

You build a high-trust, high-performance team with low absence and strong engagement. You communicate clearly with stakeholders, ensuring escalations are managed proactively. You maintain robust compliance across scripts, data protection, and complaint handling.

HOW YOU'LL SPEND MOST OF YOUR TIME Leading, coaching and developing advisors through 1:1s, side-by-sides and feedback sessions. Monitoring queues, reallocating workload and managing real-time performance to hit SLAs. Reviewing quality and customer feedback, then embedding actions that lift service.

Analysing MI to identify trends, root causes and opportunities to optimise processes. Handling escalations with care, ensuring timely, fair and documented resolutions. Partnering with Property Managers and Operations to streamline handoffs and solve recurring issues.

WHO THIS ROLE IS FOR You are an empathetic, hands-on leader who brings out the best in people. You thrive in a fast-paced contact centre and stay calm, organised and solutions-focused. You are data-informed and commercially aware, using insight to guide decisions. You challenge the status quo...

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