Customer Service Team Leader

Join the RMG family as a CSC Team Leader and help shape the future of our Customer Service Centre!

Are you passionate about leading teams, driving performance, and delivering exceptional customer service? RMG is growing, and we're looking for a motivated CSC Team Leader to inspire and support our talented advisors in Northwich.

Where will I be working?

Full time office based at our Northwich Office, CW9 7LN

What will you be doing?

As a CSC Team Leader, you'll:

• Lead by example, motivate, inspire, and monitor your team to achieve individual, team, and department KPIs.
• Identify, develop, and maintain employee knowledge through effective training and coaching.
• Deliver on all SLA metrics and KPIs, ensuring quality targets are surpassed and compliance is maintained.
• Foster a “One Team Ethos” and champion “One Touch Processing” for seamless customer experiences.
• Conduct regular 1:1s, plan and execute development plans, and address employment relation issues in line with RMG procedures.
• React proactively to customer escalations, ensuring every customer journey is a positive one.
• Monitor time and attendance, overtime budgets, rotas, and absences.
• Identify and support process and business development improvements.
• Analysing data and reporting on key trends, advisor performance and productivity

What hours will I be working?

37.5 hours per week - Our Customer Service Centre operates 24/7 to support our customers. The CSC Team Leader rota follows a 4-week rotation:

• Week 1: 8am–4pm
• Week 2: 9am–5pm
• Week 3: 10am–6pm
• Week 4: 12pm–8pm

Every 4 weeks, you'll work a weekend shift, with days off in lieu the week before and after.

What are we looking for from you?

• Excellent communication skills, both written and verbal, with the ability to work with stakeholders at all levels.
• Experience in team management, including training, coaching, and motivating staff.
• Strong IT and data review skills, with an understanding of performance, rota management, and reporting.
• Ability to manage complaints and difficult customers, and influence a positive working environment.
• Previous contact centre team management experience is preferred.
• Experience in Microsoft Office and knowledge of property management, leasehold requirements, and legislation is desirable.
• Experience of managing in accordance with HR policies and procedures

What does RMG offer our CSC Team Leaders?

• 27 days holiday plus Bank Holidays
• Free onsite parking
• Potential to earn bonus
• Fantastic reward and recognition scheme
• Career development and extensive opportunities to progress
• Themed events throughout the year
• Free Healthcare cashback plan (covering optical, dental, physiotherapy, GP charges, and more)
• 24/7 access to remote GP services, mental health, and financial support

What's next?

If you meet the criteria and are ready to make the next step in your career then click apply. You will be redirected to our careers site where you can discover more about the role, read a full job description and apply directly to us.

As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application. We are dedicated to creating a supportive and accessible recruitment process for all.

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on .

We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.  

If you are a recruitment agency please note we operate a PSL and do not take cold calls 

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect. 

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment. 

By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities