Customer Service Team Leader - Drive Innovation & Impact

Blackburn with Darwen Council; Lancashire; On-site; GBP 41,000 - 46,000; Full time

Job summary

Blackburn with Darwen Council is seeking a Customer Service Team Manager to lead our Customer Service team. You will shape how we serve customers across the contact centre and reception teams, balancing people management with continuous improvement.

You will oversee over 300 thousand customer interactions annually and drive efficiency, professionalism and empathy in every engagement. Reporting to the Resources department, you will line-manage 4 Team Leaders and a broader group of about 40

Qualifications

• Experience of leading customer service teams in a fast-paced environment.
• Strong focus on continuous improvement and service delivery.
• Ability to manage multiple channels (calls, emails, reception) and drive efficiency.

Responsibilities

• Lead a team handling over 300 thousand customer interactions annually with efficiency and empathy.
• Line manage 4 Team Leaders and ~40 Customer Service Advisors to build a resilient workforce.
• Embed new technologies to improve speed and quality of customer service.

Job description

Blackburn with Darwen Council is seeking a Customer Service Team Manager to lead our Customer Service team. You will shape how we serve customers across the contact centre and reception teams, balancing people management with continuous improvement.

You will oversee over 300 thousand customer interactions annually and drive efficiency, professionalism and empathy in every engagement. Reporting to the Resources department, you will line-manage 4 Team Leaders and a broader group of about 40