Customer Service Team Leader

Gloucestershire County Council; Gloucester; Hybrid; GBP 39,000 - 42,000; Full time

Benefits offered by this job

Annual leave up to 30.5 days after 5 y

Local Government Pension Scheme

Staff discount scheme

Employee Assistance Programme (EAP)

Cycle to Work scheme

Job summary

Gloucestershire County Council is seeking a Team Leader for the Adult Social Care Customer Services Team. The role will oversee day-to-day operations at Shire Hall, ensuring efficient service delivery and effective resource management.

You will lead a team of over 34 staff and drive continuous improvement within a dynamic public sector environment. The position offers hybrid working arrangements in the majority of roles, with a focus on supporting vulnerable adults and delivering high-quality

Qualifications

• Experience in line management and leading teams.
• Ability to monitor demand and allocate resources effectively.
• Excellent communication with internal and external stakeholders.

Responsibilities

• Oversee the day-to-day operations of the Adult Social Care Customer Services Team.
• Ensure service delivery meets standards and quality assurance frameworks.
• Support development and training within the team and manage resources to meet demand.

Job description

This is a Gloucestershire County Council job.

• Job Title: Customer Service Team Leader
• Job Location: Shire Hall
• Salary: £38,510 - £42,123 per annum
• Hours per Week: 37.00
• Contract Type: Permanent
• Closing Date: 13/10/2026
• Job Requisition Number: 13993
• This post is not open to job share
  

We are seeking a highly motivated and experienced individual to join our team as a Team Leader, within the Adult Social Care Customer Services Team. As a Team Leader you will play a critical role in overseeing the day-to-day operations of the department, ensuring a high level of service delivery and effective management of resources. This is an excellent opportunity for a dedicated professional looking to make a real difference to vulnerable adults within Gloucestershire.

So, what’s the role about?

The Adult Social Care Customer Services Team is made up of over 34 dedicated staff, covering the Adult Helpdesk, Receptions, Switchboard and Blue Badge. We are a creative, innovative team, passionate and committed to delivering and developing services to meet the needs of the people of Gloucestershire.

Please, watch our short video - Adult Social Care Customer Service Team - to get an idea of what it's like to work in ourAdult Social Care Customer Service Team.

A Little Bit About Us…

This is a great time to join Gloucestershire County Council, as we are on an exciting journey. The Adult Social Care Customer Service Team is based at Shire Hall in Gloucester, and you will work with enthusiastic and supportive colleagues who are passionate about their work and what they achieve together as a team. Joining our team can be a great opportunity towards developing a long-term and rewarding career with the Council.

What We Need From You

As a Team Leader, you will need to demonstrate excellent line management skills, exhibit leadership behaviours, fostering a positive working environment and promoting continuous development. To monitor and manage demand, ensuring appropriate allocation of resources to meet the needs of the business. To make sure that the service is compliant with relevant standards, legislation, quality assurance frameworks, taking a proactive approach in maintaining and enhancing service delivery. You must have excellent communication skills to effectively liaise with internal, external stakeholders ensuring clear and concise communication flow.

Our job description details more information about how we will be shortlisting for this position, including the skills, knowledge, qualifications, and experience.

Our values are at the heart of everything we do and how we treat each other. They provide essential guiding principles about the way that we work and set the tone for our culture, and identify what we, as an organisation, care about. Read more about our values on our website.

If you hold the same behaviours and approach, then we want to hear from you! In exchange, we will provide you with full training and support to help you succeed in your role.

What’s in it for you?

• Regular formal and informal support.
• Safe, supportive, and positive working environment with regular, reflective supervision.
• An investment into your professional development, including career pathways, mandatory
• Training and additional topical bi-annual workshops.
• Annual leave up to 30.5 days after 5 years employment.
• Access to the Local Government Pension Scheme.
• Staff discount scheme that offers access to great savings including discounts with major supermarket chains and high street retailers.
• Access to our Employee Assistance Programme (EAP) that provides free, confidential, counselling and advice for employees, available 24 hours a day, online and by telephone.
• Cycle to Work scheme.
• Links to employee networks such as Prism (LGBT+) network and the Young Employees Network.
• Gloucestershire Salary Sacrifice Green Car Scheme (T&C's apply).
  

We’re Closer Than You Think

We are an easy commute from many locations, view our commuting times map to see what we mean.

Additional Information

To access the Job Profile for this role, please follow the link below: Customer Service Team Leader Job Profile

Gloucestershire County Council is committed to safeguarding and promoting the welfare of children and young people or vulnerable adults and expects all staff and volunteers to share this commitment.

The council is not currently able to offer sponsorship in this role. Candidates will need to have right to work that enables them to commit to at least 6 months employment. Right to work is not transferable from a sponsored role held with another employer.

We want to be an employer of choice, attracting and retaining excellent people to work for us, so that we can best serve all of Gloucestershire’s diverse communities. Our promise to you is that we will provide an inclusive and supportive working environment that enables you to bring your whole self to work and realise your full potential.

It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a ‘customer facing role’ must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English.

Hybrid working arrangements are available for the majority of our roles, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice, with a mix of both remote and office working.

We reserve the right to close this vacancy early due to the volume of applications received. If you are interested in applying, we encourage you to submit your application as early as possible.

If you are an Internal applicant and consider yourself to have a disability* as per the Equality Act (2010), please declare this in an email [e-mail], as this is NOT currently covered in the application due to a technical error. By providing this information, you can choose to be considered for a guaranteed interview under our Disability Confident pledge if you meet all essential criteria. It also enables the recruiting manager to arrange any reasonable adjustments you may need during the process.

• a disability is defined as: a physical or mental impairment, which has a substantial and long-term (more than 12 months) adverse effect on a person’s ability to carry out normal day-to-day activities.
  

Applications from any Gloucestershire County Council's employees who are currently on the redeployment register or at risk of redundancy will be considered first at shortlisting stage.