Customer Services Team Leader

Chorley Council; Chorley; Hybrid; GBP 38,000 - 40,000; Full time

Job summary

Chorley Council seeks a Customer Services Team Leader to oversee service delivery and manage a high-performing team. This role involves enhancing customer experiences across various platforms and advocating for innovative service changes. Join a dynamic team committed to delivering excellent public services while enjoying benefits such as a local government pension plan and flexible work arrangements.

Benefits

25 days annual leave plus bank holidays

Hybrid/agile working from day one

Local Government pension

Healthcare Cash Plan

Cashback savings on brands

Volunteering days

Free parking

Car Allowance

Qualifications

• Experience in managing customer service teams in a fast-paced environment.
• Proven track record in implementing service efficiency improvements.
• Strong interpersonal and communication skills.

Responsibilities

• Manage daily delivery of customer services across various channels.
• Guide and mentor frontline team members to improve performance.
• Analyze data to enhance service delivery and customer experience.

Skills

Leadership

Communication

Customer Focus

Data Analysis

Team Management

Job description

About The Role

Role: Customer Services Team Leader

Location: Chorley and South Ribble Council

Contract:Full time (36.25 hours per week) / Permanent

Salary:£38,626 - £39,513

Closing Date: 29 June 2025

Are you an experienced Customer Services leader, looking to make a difference and manage a busy frontline team to deliver quality services to our residents?Join the team crucial in ensuring an exceptional service is delivered to residents and businesses across the boroughs of South Ribble and Chorley.

What you’ll be getting up to

• You’ll be managing the day-to-day delivery of telephony, face to face and digital services, with energy and passion to deliver a modern, accessible, and efficient customer service experience for our residents
• You’ll be forward thinking, continuously analysing data andusing customer intelligence to improve frontline service delivery and ensure excellent outcomes for our customers
• You’ll be guiding, training, and mentoring our frontline team as well as closely monitoring performanceto ensure our service-related performance indicators and expected standards of service are achieved

Who we’re looking for

• An experienced, ambitious, and energetic leader
• You’ll be able to demonstrate effective day to day management of a high performing team and the successful delivery of efficiencies in a fast-paced, customer focused environment
• You’ll be an advocate of modernising and improving the way services are delivered and achieving efficiencies through innovation and new technologies
• You’ll be an excellent communicator at all levels, with confidence and interpersonal skillsto inspire and guide your team, collaborate with other teams, and to foster a positive work environment

Other requirements

• This role requires some travel around our boroughs. You should have a valid driving licence or the equivalent mobility.
• Successful applicants will be subject to a DBS check

Our Benefits

• 25 days annual leave plus bank holidays (and Christmas shutdown)
• Hybrid/agile working from day one
• Local Government pension
• Healthcare Cash Plan for cash back on health treatments
• Cashback website access for savings on brands you love
• Volunteering days
• Free parking
• Car Allowance

Many of our colleagues work flexibly for us. We’re always open to conversations around different working arrangements. If you’re interested in part-time, compressed hours or any other working arrangement, please get in touch with us through the “Contact Us” form on our careers website.

About Us

At South Ribble Council, our mission is to provide a first-class service and improve the quality of life for our communities. Our staff are our greatest resource in helping us achieve this. They’re at the heart of everything we do and are crucial to the delivery of excellent services.

Working Together

We share a number of our services with Chorley Council. This allows for improved resilience across both councils and provides numerous benefits to our operations. Whilst some staff and back-end processes are shared between the Councils, both Councils still retain sovereignty and have separatestrategies and corporate plans.

Additional information

Applicants are advised to apply early. We reserve the right to close a vacancy prior to the closing date.

Equal Opportunities

We believe that everyone has the right to be treated with dignity and respect. We are committed to the elimination of unfair and unlawful discrimination and prejudice in all our policies, procedures, and practices.

We’re committed to making our recruitment practices barrier-free and accessible to everyone. This includes making adjustments for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the recruitment process, please contact us via the "Contact Us" page on our website.

If you are disabled or your last employer was the armed forces, and you meet all the essential criteria of a post, you will be guaranteed an interview.