Customer Services Team Leader

Hull City Council; Hull and East Yorkshire; On-site; GBP 34,000 - 37,000; Full time

Benefits offered by this job

Competitive salary

LGPS pension

Annual leave 23 days + 8 holidays + 3‑

Career development

Supportive culture

Great career development opportunities

Job summary

Hull City Council in Hull is seeking a Grade 7 Customer Services Team Leader within Streetscene Services for a full-time fixed-term role, covering up to June 2027. You will lead a professional team handling information content and customer requests across multiple channels, ensuring a high standard of service delivery and customer experience.

You will develop service standards, coordinate with frontline teams, and manage contracts and performance reporting.

Qualifications

• Experience leading a customer services team across multiple channels.
• Strong communication and organisational skills.
• Experience with customer feedback, service standards and process improvement.

Responsibilities

• Lead and support the customer services team across all contact channels.
• Develop service standards and procedures in line with environmental policies and customer promises.
• Coordinate day-to-day communication between operational services, customer feedback and contact centre teams.
• Manage customer feedback, enquiries and complaints to ensure timely, professional responses.
• Manage external supply contracts for bin delivery and liners to ensure stock and budgets.
• Lead performance monitoring and reporting through data analysis to improve service delivery.
• Oversee staff development, deployment and budget/resource management.

Skills

Customer service leadership

Communication

Organisational skills

Process improvement

Customer feedback

Tools

CRM systems

Job description

Number of Vacancies: 1 Time Type: Full time Worker Type: Fixed Term (Fixed Term) Proposed Interview Date: Thursday, November 12, 2026 Hours of Work: 37 Hiring Manager: Elizabeth Dillon Contact Number: 01482 612780

Job Description Summary

This is a full time, fixed term position until June 2027 to cover secondment. An exciting opportunity is available for a placement as a Grade 7 Customer Services Team Leader within Streetscene Services. This placement offers a valuable development opportunity for staff seeking to build leadership experience within customer services and environmental operations.

About the Role

The post holder will jointly lead a professional customer services team responsible for providing all public information content and managing customer requests, queries, feedback and complaints across a wide range of access channels. The service areas include waste management, grounds maintenance, highways and street cleansing. The role acts as a critical interface between frontline environmental operational teams, the Council’s customer feedback team, call centre and other customer contact centres, ensuring consistent, high quality service delivery and a positive customer experience.

Key Responsibilities

• Lead and support the customer services team responsible for managing customer requests across all contact channels
• Act as the customer champion, developing service standards, systems and procedures in line with the Council’s environmental policies and customer promises
• Coordinate day-to-day communication between operational services, customer feedback and contact centre teams
• Manage customer feedback, enquiries and complaints to ensure timely, professional responses.

Who Should Apply

This opportunity is suitable for staff who:

• Have experience working within customer services, environmental services or Streetscene-related functions
• Are able to demonstrate strong communication and organisational skills
• Have experience working with customer feedback, service standards and process improvement
• Are interested in developing management and leadership capability at Grade 7 level
• Have an interest in service improvement, digital systems and customer experience.

ROLE AND PURPOSE

The post holder is responsible for leading a team required to provide all public information content and manage all customer requests for service across a broad range of customer access channels for the Council’s waste management, grounds maintenance and street cleansing services. The role involves the management of a highly professional and responsive team of customer services staff who are the critical interface between the front line operations teams and the Council’s customer feedback team, call centre and other customer contact centres. As the customer champion, the role requires the formulation of service standards, management systems and procedures in line with the Council’s environmental policies to ensure consistent, high quality service delivery and customer feedback. The post holder is also required to manage multiple externally provided service delivery and supply contracts essential to the successful delivery of the Council’s waste collection service.

PRINCIPAL ACCOUNTABILITIES

1. Direct and lead the customer service team required to provide all public information content including web, intranet and internal A to Z and manage all customer requests for service, queries, feedback and complaints across a broad range of customer access channels for the Council’s waste management, grounds maintenance and street cleansing services.
2. As the customer champion, develop and manage all public facing and contact centre information, formulate service standards, develop management systems and procedures to ensure consistent and high quality service delivery in line with the Council’s environmental policies and customer promises.
3. Manage and coordinate the critical day to day interface between the front line operations teams and the Council’s customer feedback team, call centre and other customer contact centres. To act as a lead contributor to the department’s systems and ICT development strategy including e-business, website, intranet and customer relationship management system and their integration to Streetscene’s operational and back office systems; to improve efficiency, support self-service and to meet service, corporate and legislative requirements and e-government targets.
4. Provides a broad range of timely and consistent advice, research and support to the Policy and Partnerships Manager, contributing to the department’s strategic decision-making, the development of policy, innovative thinking and solutions. Manage the team to provide an effective administrative support service to the environmental services teams within Streetscene.
5. Manage multiple supply contracts with external contractors for the provision of bin delivery, bin and compostable liner supply to ensure effective stock and budget control, prioritisation and effective work scheduling, continuity of supply to support front line service delivery and to ensure customer demand is met.
6. To lead the coordination of service delivery performance monitoring and reporting through analysis of data, statistics and customer information to identify and resolve recurring service delivery failures, prepare reports for senior managers and to support staff performance management and development reviews.
7. Responsible for staff management including staff development, training and managing the deployment of staff resource and liaison with operational service leads to meet the varying demands of the different environmental services over time. Controls and monitors appropriate budgets and staff resources allocated to designated projects and campaigns, to ensure service delivery meets performance targets and operational constraints.
8. Coordinate, develop and implement community based pro-active services to complement core service provision, improve environmental standards and resolve service delivery problems in conjunction with the Policy Development Officer. To develop and project manage bespoke environmental improvement projects with responsibility for monitoring and controlling staff and budgets.
9. Convert technical environmental policies, strategies and service delivery methods into visual and written media campaigns with responsibility for copywriting, print, design and production across a range of initiatives and services in response to identified customer need to raise awareness and educate the public.
10. 11. The Health and Safety at Work etc. Act 1974 and associated legislation places responsibilities for health and safety on Hull City Council, as your employer and you as an employee of the council. In addition to the Councils overall duties, the post holder has personal responsibility for their own health, safety and wellbeing and that of other employees; additional and more specific responsibilities are identified in the Council’s Corporate H&S policy.

Working for Hull City Council - Streetscene

Compensation Grades: GRADES 7. Pay Ranges: £33,673.00 - £36,581.00 Job Classifications: 3- Not Politically Restricted - Designated As Not Politically Sensitive (Politically Restricted Posts), Casual - (Travel Allowance Policy), No - (Childcare Disqualification Requirement), No - (Statutory Post)

Benefits of Working of Hull City Council:

• A competitive salary
• An excellent pension through the Local Government Pension Scheme (LGPS)
• Initially 23 days annual leave depending on length of service. You will also get eight public holidays per year, and three additional days off, one in May/August and one during the Christmas/New year period
• Career development and learning experiences from a range of training courses and learning methods
• Supportive and forward-thinking culture
• Great career development opportunities

We are committed to increasing the diversity, equality, and inclusion within our workforce to represent the people we serve and build an environment in which everyone can feel like they belong.

We encourage people from all backgrounds to apply.

We adopt a ‘name blind’ approach to shortlisting.

Equality monitoring information is not accessible by recruiting managers at any stage.

We reserve the right to amend the dates associated with this advert, which may include closing the advert early where required.

The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.

Online searches, including social media, may be carried out as part of the recruitment process.

We are committed to “our values” at the Council of People First, Respect, Learning, Ambition and Partnership. If these align with you then we welcome your application.

By joining our team you will be making a tangible difference to the lives of people in Hull.

Working with people who are as passionate about our place and public services as you are.

https://www.hull.gov.uk/jobs/welcome-hull-city-council/introduction-working-hull-city-council