Customer Services Team Leader

We Manage Jobs(WMJobs); Kidderminster; On-site; GBP 34,000 - 42,000; Full time

Job summary

We Manage Jobs (WMJobs) is seeking an experienced Customer Service Team Leader to guide a frontline team within Wyre Forest District Council, delivering essential council services to residents.

The role emphasizes leadership, empathy, and resilience, with responsibility for team development, handling complex inquiries, and ensuring compassionate support for vulnerable customers. Office-based, 37 hours, Mon-Fri 9am-5pm, with occasional outside hours.

Qualifications

• Experience leading customer service teams in local government or public sector environments.
• Ability to support vulnerable customers with empathy and professionalism.
• Strong judgement and escalation handling for complex enquiries.

Responsibilities

• Lead and develop a team of Customer Service Advisors to deliver council services.
• Act as escalation point for complex enquiries and sensitive situations.
• Support residents and customers with challenging needs and ensure positive outcomes.

Skills

People management

Customer service leadership

Public sector experience

Team development

Job description

This is an opportunity to lead a frontline team supporting residents through some of life's most challenging situations.

We’re looking for someone who has built their career in a local authority or public sector customer service environment, understands the importance of delivering services that matter, and can confidently support customers with complex needs.

You’ll lead and develop a team of Customer Service Advisors, supporting them to deliver an excellent service across a wide range of council services. You’ll also act as an escalation point for complex enquiries and sensitive situations, using sound judgement, empathy and professionalism to achieve the best possible outcomes for customers.

This is an ideal opportunity for an experienced customer service leader who is confident supporting vulnerable people, enjoys developing others and wants to make a real difference in their local community. If you combine resilience, compassion, and strong people management skills, we’ll love to hear from you.

This is a 37 hour post, office based, working Mon-Fri 9am-5pm but with the need to work outside normal office hours if necessary, including occasional evening meetings.

As part of your application you will be asked to provide a supporting statement. This is required for shortlisting; you need to describe how your experience and skills fit the essential criteria for the role as specified in the Specific Knowledge and Skills section of the role profile.

The closing date for applications is 28th August 2026 , but we reserve the right to close applications early if we receive a high volume of suitable applications.

A provisional date for Interviews is Monday 7th September 2026

We understand you may use AI tools to help you prepare your application. While these tools can be helpful, please ensure everything you share about your experiences, skills, and qualifications is authentic and truly reflects you. Your genuine story and real achievements are what we’re most interested!

Wyre Forest District Council is an equal opportunities employer

Attached documents
Customer Service Team Leader role profile Jun 2026.pdf