Job Description
Job Title: Customer Service Team Leader
Contract Type: Fixed term for up to 12 months
Salary: £39,912.07 (£43,869.98 after 12 months successful performance) plus 10% night allowance
Working Hours: 35 hours per week, full time
Working Pattern: 4 nights out of 7 on a rotational basis. 10pm – 8am
Location: Liverpool, Speke
Role Overview
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
- 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.
Working With Us, You’ll Enjoy
- Competitive pay & generous pension
- 25 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. We value diversity in all its forms and foster a workplace where all individuals are respected, empowered and heard. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability.
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
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 as telephony, email, chat and app
About Us
Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.
Our Values and Behaviours
Creating an Inclusive Environment
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