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- Tasks: Lead a dynamic team ensuring exceptional emergency services for Southwark residents.
- Company: Join Southwark Council, a passionate and forward-thinking organization dedicated to community service.
- Benefits: Enjoy flexible hybrid working, competitive salary, and a commitment to diversity and inclusion.
- Why this job: Make a real impact in your community while developing your leadership skills in a supportive environment.
- Qualifications: Proven leadership experience in customer service or related fields is essential.
- Other info: Guaranteed interviews for specific groups to promote inclusivity.
The predicted salary is between 37400 - 44000 £ per year.
Are you a dynamic leader with a passion for delivering exceptional services? Do you thrive in a fast-paced environment where no two days are the same? If so, we want you to join our vibrant Customer Operations team at Southwark Council!
What You’ll Be Doing:
- Lead & manage the Out of Hours (OOH) team of Emergency Duty Officers and Customer Services Officers—our ‘4th Emergency Service’.
- Ensure seamless service continuity between daytime and OOH teams.
- Work closely with stakeholders including Service Managers, IT Support, and Business Improvement teams.
- Oversee critical emergency response services that support Southwark’s most vulnerable residents.
- Drive service excellence through proactive planning, problem-solving, and innovation.
- Leading recruitment, staff development, and workforce planning.
- Engaging with residents, Tenant & Resident Associations (TRAs), contractors, and internal teams to enhance service delivery.
How will you make an impact as our Team Manager?
- Proven leadership experience, managing teams in Customer Service, Housing, Health, or Adult Social Care.
- Strong organisational & time management abilities.
- Ability to work effectively in a diverse, high-pressure environment.
- Proficiency in IT systems & applications to support operational success.
- Ability to work flexibly across a 24/7 service, including occasional weekends and out-of-hours demands.
- Excellent problem-solving skills and a resilient, adaptable approach to service delivery challenges.
- Growth-oriented with a collaborative and proactive approach.
- Flexible hybrid working, blending remote work and onsite at our Queens Road and Bournemouth Road sites.
Additional salary details
Customer Operations is the front door of the Council, providing over 40 essential services to Southwark residents—including Housing Repairs and Careline, our 24/7 emergency service for vulnerable residents. This is an exciting opportunity to lead and shape our Out of Hours (OOH) Team, ensuring Southwark residents receive outstanding service every day, from 5 PM to 9 AM.
Your shift: You will be required to work 36 hours per week flexibly between 10am – 8pm (Monday – Friday), with occasional “On-call” availability at night time and weekends as the service requires.
You will be the link between the Daytime and Out of Hours services and ensure that plans are in place for service integrity during Out of Hours.
About Southwark:
As a council, we are successful, passionate, and forward thinking. We are committed to tackling injustice and inequalities and rebuilding our local economy following the pandemic, ensuring that our residents and businesses are central to everything we do.
As a diverse central London borough, Southwark faces a range of challenges, which we aim to address through the delivery of the Borough Plan. We are looking for candidates to join our team to help us continue to make Southwark an inclusive borough for all our communities.
Southwark Council is an Equal Opportunity Employer, and we welcome applicants from all backgrounds. We monitor our recruitment practices to check that we are employing people in a fair and non-discriminatory way. We also publish annual workforce reports. We are proud to have a workforce that reflects the diversity of our borough.
Application Closing Date: 11.59pm on the 21st of March 2025
Interview and Assessment: 31st of March 2025
We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce through our Southwark Stands Together initiative. We particularly welcome applications from members of the black, Asian and ethnic minority communities to increase representation at senior management level in the Council.
Guaranteed Interview Scheme:
As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you’ll need to meet the minimum requirements for the role, and identify with one of the below criteria:
- Members of the Armed Forces and veterans
- Are currently in care, or have previously been in care
- If you consider yourself to be disabled or if you have a long-term health condition.
We reserve the right to close this vacancy early if we receive sufficient applications for the role, in which case we will move the key dates for the process. Therefore, if you are interested, please submit your application as early as possible.
Salary Range (Full time equivalent): £44,430 – £51,663
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Team Manager - Customer Operations employer: Southwark Council
Contact Detail:
Southwark Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Manager - Customer Operations
✨Tip Number 1
Familiarize yourself with the specific challenges faced by Southwark Council, especially in customer operations. Understanding local issues will help you demonstrate your commitment to serving the community during interviews.
✨Tip Number 2
Highlight your leadership experience in dynamic environments. Be ready to share examples of how you've successfully managed teams and improved service delivery in high-pressure situations.
✨Tip Number 3
Prepare to discuss your problem-solving skills and adaptability. Think of specific instances where you've had to innovate or adjust plans to ensure service continuity, especially during out-of-hours operations.
✨Tip Number 4
Engage with the values of Southwark Council, particularly their commitment to diversity and inclusion. Be prepared to articulate how your background and experiences align with their mission to serve all community members effectively.
We think you need these skills to ace Team Manager - Customer Operations
Some tips for your application 🫡
Highlight Leadership Experience: Make sure to emphasize your proven leadership experience in customer service or related fields. Use specific examples that demonstrate your ability to manage teams effectively and deliver exceptional services.
Showcase Problem-Solving Skills: In your application, provide examples of how you've tackled challenges in high-pressure environments. Highlight your proactive planning and innovative approaches to service delivery.
Demonstrate Flexibility and Adaptability: Since the role requires flexibility across a 24/7 service, mention any previous experiences where you successfully adapted to changing demands or worked outside of standard hours.
Engage with the Council's Values: Familiarize yourself with Southwark Council's commitment to diversity and inclusion. Reflect this understanding in your application by discussing how you can contribute to making Southwark an inclusive borough for all communities.
How to prepare for a job interview at Southwark Council
✨Show Your Leadership Skills
Be prepared to discuss your previous leadership experiences, especially in customer service or emergency response. Highlight specific examples where you successfully managed a team and delivered exceptional service.
✨Demonstrate Problem-Solving Abilities
Expect questions that assess your problem-solving skills. Prepare to share instances where you faced challenges in a high-pressure environment and how you effectively resolved them.
✨Understand the Role of OOH Services
Familiarize yourself with the Out of Hours (OOH) services provided by Southwark Council. Be ready to discuss how you would ensure seamless service continuity between daytime and OOH teams.
✨Emphasize Flexibility and Adaptability
Since the role requires flexibility across a 24/7 service, convey your willingness to work varied hours, including nights and weekends. Share examples of how you've adapted to changing circumstances in past roles.
