Frontline Customer Service Team Leader

LEEDS CITY COUNCIL; Leeds; On-site; GBP 39,000 - 40,000; Full time

Benefits offered by this job

West Yorkshire Pension Fund

Flexible working

Career development

Wellbeing benefits

Job summary

Leeds City Council is seeking a Customer Service Team Leader to oversee frontline services across Community Hub sites. The role focuses on leading staff, ensuring high standards of customer care and promoting digital self-service options for residents.

The post requires strong communication, a collaborative approach, and a commitment to public service. It offers a permanent contract with 37 hours per week and a salary in the SO2 band.

Qualifications

• Demonstrated ability to lead and develop frontline staff.
• Strong communication with customers and colleagues.
• Experience promoting digital access and self-service options.
• Ability to train, coach and mentor staff across hubs.

Responsibilities

• Oversee daily operations of frontline customer services.
• Support Community Hub staff and managers.
• Promote self-service and digital access for customers.
• Develop action plans to improve service delivery.
• Ensure service standards and performance targets are met.

Skills

Leadership

Communication skills

Customer care

Digital inclusion

Training and mentoring

Frontline service

Problem solving

Tools

Microsoft Word

Excel

Self-service systems

Job description

Leeds City Council is seeking a Customer Service Team Leader to oversee frontline services across Community Hub sites. The role focuses on leading staff, ensuring high standards of customer care and promoting digital self-service options for residents.

The post requires strong communication, a collaborative approach, and a commitment to public service. It offers a permanent contract with 37 hours per week and a salary in the SO2 band.