Pinnacle Property Management Ltd
Customer Support Team Leader
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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.
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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 respectfully and drive continuous improvement.
- You communicate with clarity and kindness, building trust with customers and colleagues.
Experience That Helps
- Leading a team in a contact centre or customer operations environment.
- Working with ticketing/CRM and telephony platforms, with comfort using MI dashboards.
- Managing complaints, escalations and vulnerable customer situations.
- Delivering coaching programmes that improve quality, efficiency and engagement.
- Collaborating cross-functionally to resolve service issues and refine processes.
What We Offer
- Competitive salary
- Salary sacrifice scheme and the option to buy or sell a week's annual leave
- 25 days holiday plus bank holidays
- Birthday leave and 1 day's paid volunteer leave per year
- Westfield Rewards perks platform, plus Westfield healthcare cash plan
- Free eye tests
- Fully funded training and professional development, plus support for professional qualifications
- Employee referral scheme, up to £1,500
- Staff social events
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About Premier
Premier is a leading residential property management company with a strong national presence across England and Wales. We manage a diverse portfolio of developments, from landmark city centre apartment blocks and luxury residences to new build estates, historic listed conversions, and sustainable communities.
As part of the Odevo Group, we combine the expertise and relationships of a trusted operator with the strength, technology and ambition of an international leader in property management. That means better tools, more opportunities, and a clear path for our people to grow.
We are proud members of The Property Institute (TPI) and The Property Ombudsman. Our vision is to be the trusted partner in property management, placing people at the heart of what we do, delivering service excellence through innovation, integrity, and genuine care.
If you are looking for a role where you will be trusted, supported and developed, within a business that is ambitious, values led, and genuinely invested in its people, Premier is a great place to build a long term career.
How We Hire
Initial conversation with our talent team
Interview focused on leadership, real-time operations management, coaching for quality, data-led decision making, stakeholder communication and continuous improvement
We aim to complete the process within two to three weeks and communicate clearly throughout.
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All applicants must be eligible to live and work in the UK. Documentary evidence of eligibility will be required.
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