Customer Service - Team Leader

Worcester, Worcestershire
£26,241 - £27,978
03 Dec 2021
23 Jan 2022
Job Ref
Contract Type
Full time permanent
Working Pattern
Flexible hours

Job Title: Customer Service - Team Leader 
Salary: £26,241 - £27,978
Contract Type: Full-Time, Permanent
Hours: 35 hours
Location: County Hall, 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.

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 Telephony 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 a supportive 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.


In return you’ll get access to lots of training, development and the following benefits:

• 25 days holiday plus bank holidays (potential to match up to 30 days)
• 35-hour working week, with flexible working, including remote working opportunities so that you can split your time between the office and home
• Local Government Pension Scheme
• 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. Disability Confident 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.


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.

Application Closing Date: Sunday 23rd January 2022.
Anticipated Interview Date: TBC 

Similar jobs

Similar jobs