Customer Service Team Leader - MID07816

Midlothian Council; Dalkeith; On-site; GBP 29,000 - 36,000; Full time

Job summary

Midlothian Council is seeking a Customer Service Team Leader to supervise and coordinate daily customer service operations across multiple channels, mentoring colleagues and supporting service improvements. You will work with the team to ensure high-quality frontline service and handle complex enquiries.

This maternity leave cover role is 6 months with potential extension, 36 hours per week, based at Fairfield House in Dalkeith, joining an established team of leaders dedicated to customer focus

Qualifications

• Minimum two passes at Higher Grade Level or NVQ2 or equivalent.
• Experience communicating with the public and resolving complex enquiries.
• Experience in a customer-focused environment with handling confidential information desirable.

Responsibilities

• Supervise and coordinate the daily operation of the Customer Service teams.
• Motivate, mentor and support colleagues; manage resources and priorities.
• Contribute to service improvements and act as a reference for complex enquiries.

Skills

Customer service

Communication skills

IT skills

Team supervision

Education

Higher Grade level passes or NVQ2

CILIP/Library qualification desirable

Job description

Job Advert

Customer Service Team Leader – Maternity Cover

We have an opportunity for a

Customer Service Team Leader to join us to provide maternity leave cover.

The role involves supervising and coordinating the daily operation of the Customer Service teams, supporting colleagues to deliver excellent frontline customer service across a range of customer contact channels. You will motivate and mentor the team, manage resources and priorities, support service improvements, and act as a point of reference for complex customer enquiries.

We are looking for someone with strong customer service and communication skills, along with strong IT skills, as you will be working across a range of IT systems and applications. who can confidently support and lead colleagues in a busy customer focused environment. You will be joining an established and experienced Team Leader team who work closely together to support colleagues and the wider council services.

Start date: As soon as possible

Duration: 6 months, with the possibility of an extension for a further 3 months.

KNOWLEDGE

The jobholder requires a minimum of two passes at Higher Grade Level or a vocational qualification at N/SVQ2 level or demonstrable alternative. Previous experience of communicating with the public, resolving complex customer enquiries and demonstrable experience of working in a customer focused environment is essential. It would be desirable for the jobholder to have had working experience in dealing with sensitive and confidential information.

Previous contact centre or library experience and supervisory experience are all desirable, as well as awareness of the range of council services and knowledge of the various council databases accessed by customer service staff. A relevant qualification e.g. CCA Diploma or Advanced Diploma or CSP Certificate level or HNC Library and Information Studies or working towards CILIP Certification is desirable.

CLOSING DATE - Wednesday 25 th November 2026

INTERVIEW DATE - Week beginning 14 th December 2026

Vacancy Information

Position Title: Customer Service Team Leader

Directorate: Place

Location: Fairfield House

Contract Status: Fixed Term for 6 months

Hours of Work: 36 hours per week

Working Pattern: Shifts Pattern Monday to Thursday 09:00 – 17:00, Friday 09:00 - 16:00

Weeks per year: 52

Please note that it is Midlothian Councils policy that successful applicants will be appointed to the first point on the salary scale.

Based on 36 hours over 52 weeks per year, the minimum actual salary for this position is £32,554.06 per annum.

Requirements

This role requires

Level 1 Disclosure Clearance, the fee for this Disclosure check will be met by you and receipt of the subsequent certificate will be

required prior to commencement.

Once you have submitted your application and this has been processed you will be notified by email from Disclosure Scotland that your certificate is available to view. Once you have viewed your certificate you will be allowed to share this with your employer and it is only available for 14 days from the first day you have viewed the certificate. If you do not grant access to Midlothian Council to view before access is removed, a further application will need to be generated, and this will incur an additional cost.

Please note:

If you have spent more than 3 months working or living out with the UK in the last 5 years then you will also be required to present a copy of an overseas criminal record check. Details of how to apply and contact details can be found on the

GOV.UKwebsite.

Additional Information

Midlothian Council is currently undergoing a period of transformation, changing and improving the way it delivers services in Midlothian. As a consequence, there are a number of existing employees for whom we are committed to seeking suitable alternative employment within the Council in accordance with our legal obligations. Candidates are advised that, for some vacancies, internal candidates in this situation will be interviewed before the wider selection pool and a slightly longer delay may be experienced before application outcomes can be advised to you. Thank you for your patience in this matter.

If you are a trainee of a Midlothian Council Training Programme, have a disability or you are a care experienced young person who has previously been a looked after child, you are eligible for a guaranteed interview if you meet the essential criteria for the post.