Customer Service Centre Team Leader NCCHS

Golearnleicestershire; East Midlands; Hybrid; GBP 38,000 - 40,000; Full time

Benefits offered by this job

Hybrid working

Generous pension scheme

Generous leave entitlement

Job summary

Nottingham City Council Housing Services is seeking a Customer Service Centre Team Leader to guide a team delivering housing management, repairs and maintenance support. The role includes a 24/7 contact operation and a hybrid working pattern, with a base at Loxley House and occasional travel to other Nottingham offices.

You will lead, coach and develop staff, manage performance, plan resources and drive service improvements to achieve excellent customer outcomes.

Qualifications

• Management experience in a fast-moving, pressurised, customer-facing environment.
• Proven ability to lead, motivate and develop staff to meet targets.
• Strong customer focus and problem-solving ability.
• Excellent interpersonal and communication skills at all levels.
• Ability to plan and deliver under pressure and changing priorities.
• Experience delivering a high-quality customer service in a contact-centre setting.

Responsibilities

• Lead a team of Customer Service Advisors to deliver responsive, professional service across housing management, repairs and maintenance.
• Manage 24/7 customer contact operations and ensure service standards are met.
• Support operational planning, workforce scheduling and service-improvement initiatives.
• Collaborate with internal teams and partners to resolve complex enquiries and ensure regulatory compliance.

Skills

Management experience

People leadership

Customer focus

Communication skills

Pressure management

Customer service

Job description

Role: Customer Service Centre Team Leader

Contract Type: Permanent

Worker Type: Hybrid Worker (mix of office and home working, with the expectation of a minimum of 1 day per week in the office)

Salary: Grade G - Starting Salary is £37,563 (Level one) rising to £40,444 (Level four), per annum

Location:Loxley House, NG2 3NG is the normal base office for this role, however you may be required at times to visit or work from offices across Nottingham City.

Working Hours: 37 hours per week – Our customer service centre operates on a 5-week rotational basis which includes 1 weekend Sat/Sun shift per 5-week cycle:

• 7am – 3pm
• 8am – 4pm
• 9am – 5pm
• 10am – 6pm
• 1pm – 9pm

We’ve got an exciting opportunity available for a talented individual to join our workforce - perhaps this is the opportunity you’ve been looking for? Read on to find out more…

Working for Nottingham City Council has great benefits. As well as competitive pay, great leave entitlement and access to a generous pension scheme, we strive to create an innovative, inclusive and progressive work culture where everyone is supported to do and be their very best.

In return, we are looking for people like you - people who are innovative, driven and committed to serving and improving Nottingham. So, if you are passionate about making a difference to the lives of those who live and work in our city, we want to hear from you.

* You can read more about the different benefits offered to colleagues working for Nottingham City Council here.

About the Role

Join Nottingham City Council Housing Services as a Customer Service Centre Team Leader and play a key role in delivering outstanding services for our tenants, leaseholders and communities. Leading a team of Customer Service Advisors, you will be responsible for ensuring the delivery of a responsive, professional and customer-focused service across housing management, repairs and maintenance enquiries, including a 24/7 customer contact operation.

This is an exciting opportunity for an experienced people leader who is passionate about customer service, continuous improvement and developing high-performing teams. You will motivate, coach and support colleagues to achieve excellent outcomes, while monitoring performance, managing resources effectively and driving service excellence. You will also support operational planning, workforce scheduling, service improvement initiatives and the implementation of digital solutions.

Working closely with internal teams and external partners, you will help resolve complex enquiries, ensure compliance with relevant legislation and procedures, and contribute to shaping services that meet the diverse needs of our communities.

We welcome applications from people of all backgrounds and are committed to creating an inclusive workplace where everyone can thrive. If you are a collaborative leader who values equality, diversity, innovation and exceptional customer care, we would love to hear from you.

About You

The ideal candidate will have:

1. Management experience gained within a fast moving, pressurised, customer facing environment dealing with complex levels of data and conflicting priorities.
2. Able to demonstrate experience of leading, persuading, motivating and developing employees in order to achieve challenging targets.
3. Highly customer focussed and able to demonstrate problem solving skills.
4. Good interpersonal skills and a proven ability to communicate effectively at all levels in both individual and group situations.
5. Demonstrate ability to manage in ways that ensures that others plan and deliver even under pressure.
6. Experience of working within a customer services centre providing an efficient, effective, courteous and professional service to service users.

Full duties of the job description can be found here.

We recognise that artificial intelligence (AI) can be a helpful tool when preparing your application. AI can guide you, but only your own words and experiences truly matter – we want to see the real you. All examples and statements must be your own, accurate, and reflect your true experience and values. AI tools do not understand context, think critically, or assess the reliability of information, which means AI-generated responses can feel generic and may not accurately represent who you are. We recruit fairly and inclusively – showing your real self is what helps you succeed. For more information please click here.

Closing Date:27th September 2026 (11:59pm)- Please note there may be occasions where we close the advert before the closing date and we encourage you to apply as soon as possible.

Interviews: 8th and 15th October 2026– please note, this is subject to change

If you have any queries about the role or the recruitment process, please contact us via email: [e-mail]

If you have any technical issues when completing your application, please contact our Employee Service Centre: http://emss.org.uk/support

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