Customer Services Team Leader

WMJobs; Larkhill; On-site; GBP 34,000 - 42,000; Full time

Job summary

Wyre Forest District Council is seeking a Customer Service Team Leader to guide a frontline team supporting residents through challenging situations. You will coach advisers, handle complex enquiries, and ensure high-quality service across council functions.

This is a 37-hour, office-based role, Mon-Fri 9am-5pm, with occasional out-of-hours work and evening meetings. Wyre Forest District Council is an equal opportunities employer.

Qualifications

• Experience in local authority or public sector customer service environment.
• Experience leading and developing teams.
• Ability to handle complex enquiries with empathy and sound judgement.

Responsibilities

• Lead a frontline team of Customer Service Advisors.
• Escalate and manage complex enquiries and sensitive situations.
• Support and develop staff to deliver high-quality council services.

Job description

Wyre Forest District Council

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’d 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.

Wyre Forest District Council is an equal opportunities employer

Attached documents

Customer Service Team Leader role profile Jun 2026.pdf