Are you passionate about leading and inspiring your team to deliver excellent customer service?  Do you recognise the value that customer engagement can play in connecting with customers? 

TfGM oversees transport in Greater Manchester, delivering and improving transport services, facilities and information to make travel easier for everyone. We deliver high-profile, large-scale transport projects, and it’s our experts who provide the information and analysis to shape transport strategy. This is a busy and exciting time for us: under the devolution agreement and with Greater Manchester at the heart of the Northern Powerhouse, transport will play a vital role in supporting growth and prosperity in the UK’s largest regional economy outside London.

As a Customer Support Team Leader, you will form part of the management team for Customer Engagement. The team deals with customer engagement via a range of communication channels. You will lead and co-ordinate the work of the team, ensuring individual and team performance is managed in line with our procedures and KPIs.  There will be a particular focus on developing the team so that new processes and skills can be absorbed into the day to day operation. 

You will have experience of managing a high performing, engaged team delivering in a customer service environment.   You will have a proven track record of people development through the implementation of coaching, mentoring and quality assurance processes.  You will have excellent verbal and written communication skills, demonstrate strong people management and leadership skills, and be able to work flexibly on a rota system between 7am and 8pm Monday to Friday and 8am to 8pm at weekends.

The salary range for this role is £33,965 - £38,228 per annum + 12.5% shift allowance.  Salary on appointment within the salary range will be dependent upon your skills and experience.

In return, as well as a competitive salary, we also offer a range of fantastic benefits, such as:

• Free Rail or Metrolink travel to and from work within the Greater Manchester boundary
• Free bus travel within Greater Manchester
• 27 days holiday per annum
• Access to the local government pension scheme

At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process.

We welcome and encourage applications from everyone regardless of age, disability, gender, ethnicity, religion and sexual orientation.  We are actively building a diverse workforce and want to create an inclusive environment as we recognise the importance of our workforce reflecting the communities we serve.

If you believe you have the skills and experience, we would really like to hear from you!