Customer Services Team Leader

We Manage Jobs(WMJobs); Worcester; On-site; GBP 31,000 - 34,000; Full time

Job summary

We Manage Jobs is seeking a Customer Service Team Leader to join their Contact Centre in Worcester. This role involves supervising a dedicated team, ensuring high-quality service delivery through telephony, emails, and webchat. The successful candidate will focus on performance management, coaching, and service enhancements while promoting staff development.

Benefits

26 days paid holiday

Local Government Pension Scheme

Professional Learning & Development

Flexible Working including remote opportunities

Access to various discounts

Qualifications

• Experience in a supervisory role within customer service.
• Proven ability to lead a team and enhance service provision.
• Strong IT skills and a proactive approach to service improvements.

Responsibilities

• Supervise Customer Services Team to ensure efficient service delivery.
• Monitor daily team performance and provide feedback.
• Identify and implement service improvements proactively.

Skills

Customer Service

Leadership

IT Literacy

Communication Skills

Organisational Skills

Job description

Job Title: Customer Service Team Leader Salary: £31,563 - £33,330Contract Type: Full-Time, PermanentHours: 35 hoursLocation: Wildwood, Worcester

The Role:

An exciting opportunity has arisen in the Customer Services Contact Centre Team.This supervisory role represents a unique opportunity to join a dedicated team, delivering a high standard of customer service via Telephony, emails and Webchat.

As a Customer Services Team Leader you will operationally supervise a Customer Services Team to ensure that the service provided is efficient, effective and meets the needs of the residents of Worcestershire and other stakeholders.You will ensure that the Customer Services Contact Centre is staffed according to the agreed rota system to ensure effective service delivery utilising the available resources, adjusting to changing customer demand as required.You will also support the Customer Services Advisers and be the first point of contact for any initial operational issues.

The role requires you to proactively identify and implement improvements to the provision of services to the public that will enable resolution at the first point of contact and to liaise with the relevant service areas when making improvements.You will monitor the daily targets and performance of the team, providing timely feedback and acting on individual performance where necessary. You will ensure that personal development plans exist for the team in line with the staff review and development process and through regular 1-2-1s and mid/end of year reviews. In addition you will focus on coaching and mentoring to develop the team in asupportive environment.

The role will also require first class customer service, professionalism and organisational skills.You will also need to be IT literate, using a variety of IT systems ensuring that a full accurate electronic record of all customer interactions is maintained.You must have a “can do” and practical approach and have clear, concise and assertive communication skills, both written and oral.

We believe staff development is a key aspect for professional and personal growth and we provide a range of courses to support this.We are happy to provide opportunities to enable you to achieve your ambitions and empower you to develop your own skills.

Benefits:

You’ll find an overview of the benefits Worcestershire County Council have to offer on our webpageWhy work for us? | Worcestershire County Council, so do take a look! Some of these offers include:

• Great Holiday Entitlement:As well as bank holidays, you'll get 26 days paid holiday (pro rata for part-time staff). This goes up to 31 days when you have been with us for 5 years.If you get more than 26 days where you work now, don't worry because if you join us without a break, we'll match your holiday up to 31 days. If you’re successful and want to take advantage of this do let us know!
• Brilliant Pension Scheme:The Local Government Pension Scheme (LGPS) is a nationwide, career average pension scheme and is a valuable part of the pay and reward package for employees working in local government.
• Professional Learning & Development:We actively encourage learning and development for all our staff should they want to progress further or explore other areas within the organisation.
• Flexible Working:35-hour working week, with flexible working, including remote working opportunities so that you can split your time between office and home.
• Discounts -Access to a range of leisure, fashion, travel and lifestyle discounts.

Equality – Disability Confident:

Worcestershire County Council is committed to promoting equality and diversity and ensuring that all appointments are made based on the suitability of a candidate to the role only.

We are inclusive – this is important to us and we are proud to be a Disability Confident Employer. DisabilityConfident is helping us recruit and retain great people to meet our workforce needs. If you have a disability and require reasonable adjustments, please let us know.

In line with the "Rehabilitation of Offenders Act 1974, we do not automatically reject applicants with a criminal record.Every application will be considered individually, considering the nature and circumstances of the conviction and the type of work applied for.You will not be asked to disclose 'spent' convictions unless the work requires access to children and vulnerable adults. You will be required to have a DBS check if your successful in your application.

Applying:

Please find the Job Description and Person Specification attached.

Please write your application with consideration for the essential and desirable criteria on the Person Specification. This should include examples of why you should be considered, the experience, skills and knowledge that you would bring to the post.

For information regarding the role or for an informal chat, please contact Paul Appleyard, Customer Services and Consumer Relations Manager [e-mail] 01905 845642.

Application Closing Date: Wednesday 9th July 2025.

Anticipated Interview Date: TBC

Attached documents
2021_09 Customer Services Team Leader JD&PS.docx