Customer Service Team Manager

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

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Salary Grade H, SCP 29-33, £41,177 to £45,529 per annum

Terms and Conditions: Full time, Permanent, 37 hours per week
Department: Resources
Interview dates: Week commencing 11 October 2026

We are looking for a Customer Service Team Manager to join the Council's Customer Service team. If you are passionate about leading and developing high-performing customer service teams while driving continuous improvement, this could be the perfect opportunity for you.

The successful candidate will lead our dedicated team in the fast-paced world of Customer Service, working with our contact centre and reception teams. This isn't just about managing people – it's about reinventing how we serve our customers and driving continuous improvements. As the Team Manager for our high-performing team, you'll ensure over 300 thousand customer interactions annually are handled with efficiency, professionalism and empathy. Do you want to shape the future of customer service in a local authority and make a lasting impact on service delivery?

We're looking for a visionary manager who understands that customer service in the local government arena isn't just about answering calls, responding to emails or dealing with customers in our reception centres. It's about providing solutions, adapting to challenges, and constantly evolving.

You'll have direct line management of 4 Team Leaders and a wider team of approximately 40 Customer Service Advisors, building a resilient and engaged workforce and harness the latest technologies to make it more efficient, faster and ultimately, enhancing the overall customer experience when people have to engage with us.