At a Glance
- Tasks: Lead and motivate a team to deliver exceptional customer service across various channels.
- Company: Join Blackburn with Darwen Council, dedicated to serving our diverse community.
- Benefits: Enjoy 26 days annual leave, flexible working, and professional development opportunities.
- Other info: Supportive environment with a focus on well-being and continuous improvement.
- Why this job: Make a real difference in public service while developing your leadership skills.
- Qualifications: Experience in managing teams and excellent communication skills are essential.
The predicted salary is between 27000 - 33000 £ per year.
The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.
Job details
- Terms and Conditions: Permanent, 37 hours per week
- Department: Chief Executives
- Closing date: 23rd August 2026
About Us
At Blackburn with Darwen Council, we are dedicated to delivering exceptional public services to our diverse community. Our Customer Services team is the heartbeat of the council, acting as the first point of contact for our residents, businesses, and visitors.
The Role
As a Customer Services Team Leader, you will lead, motivate, and develop a frontline team of Customer Service Advisors. You will ensure the delivery of a high-quality, efficient, and empathetic service across multiple channels—including telephony, email, chat, and face-to-face enquiries. This isn't just about managing stats; it’s about fostering a culture of continuous improvement, supporting your team’s well-being, and ensuring our residents receive the clarity and support they deserve.
Key Responsibilities
- Leadership & Development: Line manage, coach, and support a team of advisors, conducting regular 1-to-1s, performance reviews, and training sessions.
- Service Delivery: Oversee daily operations to ensure service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.
- Escalation Management: Act as a point of escalation for complex resident enquiries or complaints, resolving issues with diplomacy and fairness.
- Continuous Improvement: Use data and resident feedback to identify trends, streamline processes, and contribute to the council's digital transformation goals.
- Resource Planning: Manage staff rotas and resource allocation to maintain consistent service coverage across all channels.
About You
To thrive in this role, you should bring a blend of strong people-management skills and a passion for public service. We are looking for someone who has:
- Proven Leadership: Experience managing or supervising a team within a fast-paced customer service environment (public sector, housing, or contact centre experience is a distinct advantage).
- Excellent Communication: The ability to communicate clearly, empathetically, and assertively with both the public and internal stakeholders.
- Problem-Solving Skills: Resilience and adaptability when handling challenging situations or managing conflicting priorities.
- Tech-Savvy Mindset: Confidence using customer relationship management (CRM) systems, telephony software, and Microsoft Office.
- Commitment to Equality: A deep understanding of and commitment to delivering inclusive services that meet the needs of a diverse community.
What We Offer
In return for your dedication, we offer a supportive working environment and a competitive benefits package, including:
- 26 days annual leave, plus bank holidays, rising to 31 days after 5 years’ service
- Flexible and hybrid working arrangements to support work-life balance.
- Clear pathways for professional development and training.
- Employee assistance programmes and wellbeing support.
For further information please contact Verity Sharples, Customer Service Team Manager, for an informal chat at verity.sharples@blackburn.gov.uk
Customer Service Team Leader employer: Blackburn with Darwen Council
Blackburn with Darwen Council is an excellent employer, offering a dynamic work environment that prioritises employee well-being and professional growth. With flexible and hybrid working options, the council fosters a culture of inclusivity and innovation, empowering employees to make meaningful contributions to the transformation of Adult Social Care services. Join us to be part of a team that values diverse perspectives and invests in your development.
Contact Details:
Blackburn with Darwen Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Blackburn with Darwen Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Blackburn with Darwen Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Blackburn with Darwen Council:Your cover letter is your chance to shine! Tell us why you want to work at Blackburn with Darwen Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Blackburn with Darwen Council!
How to prepare for a job interview at Blackburn with Darwen Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
