Client Support Team Leader

The Vacancy

🧭 Client Support Team Leader – FM Helpdesk

📍 Location: Manchester
🕒 Contract: Full-time, Permanent

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We are committed to developing our people through a culture of continuous learning and engagement, fostering an environment that supports both personal and professional growth.

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Role Overview

We are seeking a proactive and experienced Client Support Team Leader to join our FM Helpdesk operation in Manchester. This pivotal role will act as a central point of escalation for a team responsible for managing customer and operational colleague interactions, including the raising, allocation, and completion of jobs.

Reporting to the Customer Care Manager, and supported by a wider Customer Operations network, you will have the autonomy to deliver first-contact solutions that meet client expectations and provide leadership and guidance to your team.

This is a critical role in the successful delivery of our long-term strategic plan for Customer Care. You will engage with a wide range of internal and external stakeholders and play a key role in shaping the future of WPS Customer Care through team development and operational excellence.

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Key Responsibilities

• Lead and develop a high-performing team focused on delivering consistent service excellence.
• Provide training, coaching, and ongoing support to team members.
• Support operational continuity through absence cover and resource planning.
• Lead and contribute to ad hoc projects impacting team operations.
• Conduct quality reviews and audits to ensure service standards.
• Line manage Customer Care Advisors, including performance and availability reporting.
• Analyse and present performance data to support team management and improvement.
• Manage customer and internal escalations confidently and effectively.
• Collaborate with customers, operational staff, and management to resolve queries.
• Contribute to the delivery of service levels and contractual performance targets.
• Maintain and update statistical reports and operational data.
• Work closely with the Customer Care Manager and Account Teams to uphold quality and customer satisfaction standards.
• Handle all communications professionally and promptly.

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Candidate Profile

• Proven experience in a customer service or helpdesk leadership role, ideally within FM or property services.
• Strong people management and coaching skills.
• Excellent communication and problem-solving abilities.
• Proficient in data analysis and performance reporting.
• Ability to work collaboratively across teams and manage multiple priorities.
• Experience using Concept would be ideal

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What We Offer

• Competitive salary and benefits package.
• Opportunities for career development and progression.
• A supportive and inclusive working environment.
• The chance to make a meaningful impact in a customer-focused team.

Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant’s criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.

To learn more about the checks included in this process, please click on the following link: National Security Vetting

Work for Wates

Wates is one of the UK’s leading family-owned development, building and property maintenance companies.  Founded over 125 years ago, we have a proud legacy in the built environment.

We are driven by our purpose, ‘reimagining places for people to thrive’ and our three promises:

• Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity.
• Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.
• Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in and treated with care.

We are proud to be recognised as Gold Investors in People and as a Disability Confident employer.  We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.