Service Centre Team Leader: Customer Experience

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

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.