Team Leader Customer Services
Team Leader Customer Services
Posted on :
27-08-2025
Employer Active
1 Vacancy
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Job Description
3 months contract with a Local Authority
Job Summary:
An exciting opportunity has arisen for a skilled Customer Services Team Leader to join a dynamic public sector service environment.
The role involves leading a team to deliver exceptional customer service across digital face-to-face and telephone contact channels.
You will be responsible for performance management staff development and continuous service improvement contributing to a high-quality customer experience.
This is a temporary position within a fast-paced setting where you will be responsible for ensuring service excellence while managing day-to-day operational demands.
Key Duties/Accountabilities (Sample):
Lead and manage a team delivering customer services via multiple channels: face-to-face digital platforms telephony and social media.
Act as the escalation point for complex or contentious enquiries and complaints.
Support and deputise for the Customer Services Operations Manager as required.
Oversee triage signposting and customer support within service centres.
Ensure team performance meets service targets and customer satisfaction goals.
Manage workloads service demand and rota planning to maintain efficient operations.
Provide detailed advice and support on customer service policies procedures and legislation.
Contribute to service transformation initiatives digital shift strategies and cost-to-serve reduction.
Respond to and investigate Member Enquiries FOIs and formal complaints.
Produce performance reports and contribute to service planning and strategic improvements.
Monitor data contribute to analytics activities and help shape operational decisions.
Participate in the design and implementation of customer service policies and strategies.
Skills/Experience:
Proven experience managing teams in a high-volume customer service environment.
Strong leadership and staff development skills including coaching and mentoring.
In-depth understanding of customer contact best practices preferably within the public sector.
Ability to prioritise and manage competing demands under pressure.
Strong written and verbal communication skills.
Sound knowledge of relevant legislation policies and service standards.
Competence in using Microsoft Office and customer service software systems.
Experience handling escalated customer issues formal complaints and service recovery.
Ability to contribute to service transformation and digital channel optimisation.
Creative problem-solver with a proactive approach to service improvement.
Additional Information:
Full-time role: 36 Hours/week.
Proven experience managing teams in a high-volume customer service environment. Strong leadership and staff development skills, including coaching and -depth understanding of customer contact best practices, preferably within the public sector. Ability to prioritise and manage competing demands under pressure. Strong written and verbal communication skills. Sound knowledge of relevant legislation, policies, and service standards. Competence in using Microsoft Office and customer service software systems. Experience handling escalated customer issues, formal complaints, and service recovery. Ability to contribute to service transformation and digital channel optimisation. Creative problem-solver with a proactive approach to service improvement.
Employment Type
Full Time
Company Industry
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