Service Centre Team Leader

Southampton City Council; Southampton; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Pension 15.2%

Death in service 3x salary

Holiday 25–31 days

Flexible working

Family-friendly policies

Coaching & mentoring

Employee wellbeing support

Armed Forces Covenant

Staff discounts

Fitness centre discounts

Sustainable travel benefits

Volunteer days

Job summary

Southampton City Council in Southampton is recruiting a Permanent Full Time Service Centre Team Leader to guide a frontline team in delivering outstanding customer experiences across multiple channels.

You will coach and develop Service Support Officers, drive first-time resolution, and promote a culture of kindness, integrity and continuous improvement. The role also offers competitive benefits within a local government framework.

Qualifications

• Experience coaching and developing teams.
• Proven ability to deliver quality customer service.
• Strong communication across channels.
• Ability to work collaboratively across teams.
• Proactive problem solving and curiosity.

Responsibilities

• Lead a frontline service team to deliver excellent customer experiences.
• Coach, inspire and develop staff to improve first-time resolution.
• Promote a digital-first approach and share best practices.
• Ensure high standards of quality checking.
• Own actions and foster a supportive, courteous culture.

Skills

Coaching

Customer service

Team leadership

Communication skills

Collaboration

Job description

We have an exciting opportunity for a Permanent, Full Time, motivated and people focused individual to join our Service Centre as a Team Leader at Southampton City Council (SCC)

Make a Real Difference Every Day

The Service Centre plays a crucial role in supporting customers with the services they rely on. We are looking for an enthusiastic and people focused Service Centre Team Leader to lead one of our frontline teams in delivering excellent customer experiences. In the Service Centre, our purpose is to provide exceptional support to our customers and community. We believe in teamwork, kindness and empathy, ensuring every interaction is completed efficiently and with care, treating others as we would like to be treated. This mission shapes how we serve, how we lead, and how we work together every day.

About the Role

As a Service Centre Team Leader, you will lead, inspire, coach and develop a team of Service Support Officers responsible for providing high-quality customer service across multiple channels. You’ll ensure that your team:

• Get things right first time through strong quality checking and coaching practices.
• Communicate clearly, confidently and consistently with customers.
• Have a strong customer focus, with emphasis on resolution at the first point of contact.
• Embrace a digital first culture, adapting processes and sharing best practice to continuously improve service delivery.
• Feel proud of what they do, take ownership and responsibility for their actions

What We’re Looking For

We are seeking someone who:

• Loves coaching and motivating people to perform at their best
• Role models high-quality customer service and leads by example
• Works collaboratively across teams and services, fostering relationships built on integrity, support and shared outcomes
• Brings curiosity, creativity and a willingness to improve how we work
• Shows resilience, ownership and a “can-do” attitude in a fast-paced customer focused environment

Our Commitment to You

At Southampton City Council, we are proud and passionate about our city, its people, and its future. When you join our Service Centre, you become part of a team dedicated to helping residents live safe, healthy and independent lives, delivering services that make a positive difference every day.

What we can offer you:

Here at SCC we have a range of different benefits, a few examples can be found below.

• Excellent local government pension with 15.2% employer contribution
• Death in service benefit of x3 salary, and optional salary sacrifice shared cost AVC (additional voluntary contribution)
• Generous holiday 25–31 days, based on role and service
• Flexible working options (role-dependent)
• Family-friendly policies - Maternity, Paternity, Adoption, Shared/Unpaid Parental Leave, Time off for Dependents
• Training and development, including coaching and mentoring
• Health and wellbeing support - Employee Assistance Programme, Menopause Pledge, Mental Health First Aiders and access to a variety of staff networks
• Veteran-friendly employer with the Armed Forces Covenant
• Retail discounts and savings through the Southampton City Council benefits platform
• Discounted memberships at local sports and fitness centres
• Sustainable travel benefits - low emission car scheme, cycle to work, season ticket loans
• Employee volunteering scheme with 2 paid days leave to volunteer

For further information on our benefits package please visit Employee benefits (southampton.gov.uk)

Contact details for informal discussion:

For further information and details regarding the position please contact [e-mail] or [e-mail]

Interview Information:

When applying for the role, please refer to the job description and take your time to answer the questions outlined in the application form as this information will be used to shortlist candidates for a face-to-face interview, which will be held during the week commencing 12th October.

Recruitment contact details:

Email: [e-mail]
Tel: [phone]

For more information about SCC please visit Southampton City Council

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