Customer Service Team Leader - #2129366

Job Title: Customer Service Team Leader
Contract Type: Permanent
Salary: £39,912.07 (£43,869.98 is achieved after 12 months successful performance in the role)
Working Hours: 35 hours per week, full time
Working Pattern: Sunday to Monday, You will work on a 4 week rotational basis between the hours of 7am -10pm which will include one full weekend in four. Location: Liverpool, Speke


If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.


Kindly note, we ask that if you’ve submitted an application within the past 6 month, at this stage, you need not apply.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Customer Service Team Leader
We are looking for a Customer Service Team leader to provide strong, values-led operational leadership, ensuring a resilient support structure within the Customer Service Centre. You will lead and develop a multidisciplinary team delivering a high-quality, right-first-time, customer-focused 24/7 omni-channel service to internal and external customers, driving inclusivity, responsiveness and continuous improvement. You will take accountability for team performance, leading coaching, motivation and development, while ensuring effective adherence management across all service channels.

About you
We are looking for someone with
• Data driven & evidence-based experience in leading high performing teams
• Business focused with a strong willingness to monitor and deliver KPI’s and drive team performance
• Experience in providing on the job coaching to support staff

Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:
• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered.

Application Process:
If you share our values and are excited about making a significant impact as a CSC Team Leader, we encourage you to apply with your CV and cover letter.
We encourage you to apply even if you don't meet all the criteria on the job description, at Riverside we recruit to potential not just on skills and experience.


Role Profile
• Lead and support a high-performing call centre team
• Manage KPIs (FCR, AHT, Quality) and drive improvements
• Handle escalations, performance reviews and underperformance
• Analyse performance data to identify trends and improvements
• Produce regular reports and share insights with stakeholders
• Deliver coaching, feedback and training support
• Address skill gaps and support career development
• Build a positive, inclusive team culture
• Lead team meetings and promote engagement and wellbeing
• Ensure resource levels meet demand
• Support process improvements and system changes
• Maintain compliance and service standards

Person specification
Knowledge, Skills and Experience

Essential
• Data driven & evidence-based experience in leading high performing teams
• Business focused with a strong willingness to monitor and deliver KPI’s and drive team performance
• Experience in providing on the job coaching to support staff
• The want to challenge the status quo and making difficult decisions
• High energy and the able to positivity challenge when required
• Strong leadership and people management skills in a contact centre environment
• Excellent communication and interpersonal abilities
• Analytical mindset with proficiency in Excel and other reporting tools
• Ability to handle pressure when the going gets tough and make decisions quickly
• Passion for customer service and team development

Desirable
• Experience of working in a social housing environment
• Experience of utilizing CCaaS solutions to manage customer interactions across various channels such...