Customer Service Team Leader

West Suffolk Council; Bury St Edmunds; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A local government authority in Bury St Edmunds is seeking a proactive Customer Service Team Leader. You will lead a dynamic team delivering excellent service through various channels. This role involves performance management, team support, and ensuring compliance with service agreements. Benefits include generous leave, a pension scheme, flexible working, and various employee discounts.

Benefits

25 days holiday entitlement

Generous pension scheme

Flexible working options

Employee discounts and cashback

Health and Wellbeing initiatives

Qualifications

• Experience in leading a customer service team.
• Ability to monitor performance and improve service delivery.
• Strong communication skills for customer interaction.

Responsibilities

• Lead and manage the customer service team across multiple locations.
• Ensure excellent customer service delivery.
• Monitor team performance and drive improvement initiatives.

Skills

Leadership

Customer service excellence

Performance management

Teamwork

Job description

Overview

We are looking to appoint a highly motivated and proactive Customer Service Team Leader to support staff working across different locations, providing a crucial first point of contact for residents, businesses, and visitors to West Suffolk. Whilst you will lead and performance manage your own team, the role will involve working jointly to deliver a wide range of services within the Customer Service Team and to provide support to advisers, reception and administration staff. The team is responsible for the delivery of services to customers and partner organisations using a range of channels including face-to-face, phone calls, emails, social media and e-forms. You will be responsible for ensuring the team delivers excellent customer service and meets service level agreements for a range of council services; you will be responsible for monitoring performance of the team and supporting the council\'s improvement programme and driving the delivery of the council\'s Target Operating Model.

Closing date: 1 pm, 5 October 2025. Interview date: 16 October 2025. West Suffolk Council has been rated in the top 10 councils for climate action and as a member of UK100 has demonstrated its commitment to a rapid transition to Net Zero with Clean Air in our communities. The council has declared a climate and biodiversity emergency and is committed to working towards net zero emissions by 2030.

Benefits

• holiday entitlement of 25 days, increasing to 29 days after 5 years (pro rata if part time) plus bank holidays (with an option to buy up to 10 extra days each year subject to approval)
• a generous pension scheme - contribute between 5.5% and 6.8% (depending on your salary) and the council will contribute 26%
• life assurance - a payment of three times your annual salary
• flexible working options to enable work/life balance
• agile working - ability to work in the office and from home
• access to a unique employee benefits package which includes discounts and cashback on supermarkets, high street shops, holidays, mobile phones, electrical goods, savings and loan schemes and many other products and services
• salary sacrifice benefits including a Cycle to Work scheme, Tusker Leased Car Scheme and SmartTech (buy the latest tech products interest free and repay through your monthly salary)
• rail and bus staff discounts
• a range of Health and Wellbeing initiatives including an employee assistance programme
• discounted membership at Abbeycroft Leisure centres
• A culture of learning inspiring staff to focus on continuous learning
• modern office accommodation.