Customer Service Team Leader

Publica Group Ltd; West Oxfordshire; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Health cash plan

Pension scheme

Employee Assistance Programme

Cycle to work

Life assurance

31 days leave inc. bank holidays

Job summary

Publica Group Ltd is recruiting a Customer Service Team Leader to guide the Customer Services team across partner councils. You will manage day-to-day operations, allocate workload, plan resources and drive performance while coaching staff to deliver high-quality, resident-focused service.

You will oversee escalations, analyse feedback and trends, and support improvements to processes. The role emphasises leadership, problem solving and maintaining a positive team culture.

Qualifications

• Experience of leading, motivating and developing a customer service team within a busy organisation.
• Proven ability to manage performance, drive service improvements and achieve operational targets.
• Experience of coaching and supporting colleagues to develop their skills and confidence.

Responsibilities

• Manage the daily operation of the service, including workload allocation and resource planning.
• Lead and support the team through regular one-to-one meetings, appraisals and mentoring.
• Oversee complex customer enquiries, complaints and escalations to resolve issues and improve outcomes.
• Review customer feedback, service trends and performance data to identify improvement opportunities.

Skills

Team leadership

Performance management

Coaching

Organisational skills

Communication

Interpersonal skills

Education

GCSE English & Maths

Job description

We are looking for an experienced and motivated Customer Service Team Leader to join our Customer Services team. This is an exciting opportunity to support the delivery of excellent customer service across our partner councils.

As part of the Customer Services management team, you will lead and support a team of Customer Service Advisors, helping to ensure the delivery of an efficient, high-quality and customer-focused service. You will play an important role in maintaining service standards, supporting improvements to day‑to‑day operations and fostering a positive team culture that puts residents and communities at the heart of everything we do.

The role involves managing the daily operation of the service, including workload allocation, resource planning and performance management. You will coach and support colleagues through regular one‑to‑one meetings, appraisals and mentoring, creating a positive and encouraging environment where individuals can develop their skills and perform at their best.

You will also oversee complex customer enquiries, complaints and escalations, working closely with colleagues and stakeholders to resolve issues and achieve positive outcomes for customers. By reviewing customer feedback, service trends and performance information, you will help identify opportunities to improve processes and enhance the customer experience.

This is an excellent opportunity for someone who enjoys leading and developing people, solving problems and helping teams deliver great customer service every day. If you are passionate about supporting colleagues, delivering excellent customer service and making a positive difference for residents, we would love to hear from you.

You will need

• Experience of leading, motivating and developing a customer service team within a busy organisation
• Proven ability to manage performance, drive service improvements and achieve operational targets
• Experience of coaching and supporting colleagues to develop their skills and confidence
• Strong organisational skills with the ability to manage competing priorities and changing demands
• Excellent communication and interpersonal skills, with the ability to build effective working relationships at all levels
• Confidence in handling complex customer enquiries, complaints and escalated cases
• Ability to analyse customer feedback and service data to identify trends and opportunities for improvement
• Good IT skills and experience of using a range of systems and software packages
• GCSE English and Maths (Grade C/4 or above) or equivalent, and/or a qualification equivalent to NVQ Level 3 or significant experience within a customer service environment

Special Conditions

• Full UK Driving Licence
• Access to a vehicle for work purposes
• Regular travel to our other Council office locations
• Requirement to undertake a Baseline Personnel Security Standard (BPSS) check
• Occasional additional hours may be required to meet service needs

Interview Date - Friday 18th September

What we can do for you

• Agile working allowing a mix of home and office working
• Flexible working arrangements (depending on the role)
• 27 days paid annual leave (pro rata if you are working part time) plus bank holidays and an extra two volunteering days off a year for you to support a charity of your choice
• Renewed again for another year there is a health cash plan giving you cash back on health, dental and eye care
• Pension scheme with a good employer contribution of up to 7% of your earnings
• Employee Assistance Programme 24/7, providing positive, preventative and supportive advice and counselling to deal with everyday events and issues
• Cycle to work scheme
• Salary sacrifice car lease scheme with significant tax and NI savings to be made on electric cars
• Generous sickness cover above statutory entitlements
• Additional income protection, covering 50% of your salary for potentially a further five years if you are unable to work due to sickness or injury
• Life assurance, currently four times your annual salary

About Us

You will be employed by Publica Group Ltd which was created by four partner Councils (West Oxfordshire District Council, Cotswold District Council, Cheltenham Borough Council and Forest of Dean District Council) to deliver more efficient and improved services.

Publica is committed to meeting its statutory and moral duties to safeguard and promote the welfare of children, young people under 18 years of age and adults at risk who are the recipients of its services and/or activities.

Publica is a unique place to work, established to transform the way local services are delivered, fundamentally rethinking the way our services are designed and delivered in a digital era, making us a customer‑focused organisation driven by real user needs.