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Team Leader Customer Services
- Posted 26 August 2025
- Salary 27.74
- LocationHaringey N22 8HQ United Kingdom
- Job type Contract
- ReferenceRQ1589151
Job description
3 months contract with a Local Authority
Job Summary:
• An exciting opportunity has arisen for a skilled Customer Services Team Leader to join a dynamic public sector service environment.
• The role involves leading a team to deliver exceptional customer service across digital, face-to-face, and telephone contact channels.
• You will be responsible for performance management, staff development, and continuous service improvement, contributing to a high-quality customer experience.
• This is a temporary position within a fast-paced setting where you will be responsible for ensuring service excellence while managing day-to-day operational demands.
Key Duties/Accountabilities (Sample):
• Lead and manage a team delivering customer services via multiple channels: face-to-face, digital platforms, telephony, and social media.
• Act as the escalation point for complex or contentious enquiries and complaints.
• Support and deputise for the Customer Services Operations Manager as required.
• Oversee triage, signposting, and customer support within service centres.
• Ensure team performance meets service targets and customer satisfaction goals.
• Manage workloads, service demand, and rota planning to maintain efficient operations.
• Provide detailed advice and support on customer service policies, procedures, and legislation.
• Contribute to service transformation initiatives, digital shift strategies, and cost-to-serve reduction.
• Respond to and investigate Member Enquiries, FOIs, and formal complaints.
• Produce performance reports and contribute to service planning and strategic improvements.
• Monitor data, contribute to analytics activities, and help shape operational decisions.
• Participate in the design and implementation of customer service policies and strategies.
Skills/Experience:
• Proven experience managing teams in a high-volume customer service environment.
• Strong leadership and staff development skills, including coaching and mentoring.
• In-depth understanding of customer contact best practices, preferably within the public sector.
• Ability to prioritise and manage competing demands under pressure.
• Strong written and verbal communication skills.
• Sound knowledge of relevant legislation, policies, and service standards.
• Competence in using Microsoft Office and customer service software systems.
• Experience handling escalated customer issues, formal complaints, and service recovery.
• Ability to contribute to service transformation and digital channel optimisation.
• Creative problem-solver with a proactive approach to service improvement.
Additional Information:
• Full-time role: 36 Hours/week.
