Overview
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: Monday – Sunday between 7am – 10pm with the requirement to work 1 in 4 weekends | Location: Liverpool, Speke | Number of positions: 2
Responsibilities
- 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.
- Take accountability for team performance, leading coaching, motivation and development, while ensuring effective adherence management across all service channels.
- 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.
Qualifications and Requirements
- Data-driven and evidence-based experience in leading high-performing teams.
- Business-focused with a strong willingness to monitor and deliver KPIs and drive team performance.
- Experience in providing on-the-job coaching to support staff.
- Ability to challenge the status quo and make difficult decisions; high energy with the ability to positively 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 and make quick decisions; passion for customer service and team development.
- Desirable: experience in a social housing environment; experience using CCaaS solutions to manage multi-channel interactions (telephone, email, chat, app).
About Us
Riverside is a housing association with a difference—enhancing the everyday for all our customers. For 90 years, we’ve revitalised neighbourhoods and supported communities by providing homes people need. We own and manage around 75,000 homes across the UK, with work spanning homelessness services, social care, employment support to retirement living.
Diversity, Inclusion and Employment Information
We are inclusive and value diversity in all its forms. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for applicants who declare a disability; if the applicant meets the minimum requirements for the role they will be guaranteed an interview.
Applications may close before the deadline; please apply early to be considered.
Benefits
- Competitive pay and generous pension
- 25 days holidays plus bank holidays
- Flexible working options available
- Investment in learning, personal development and technology
- A wide range of benefits
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