At a Glance
- Tasks: Lead and inspire a team to deliver top-notch customer service and improve processes.
- Company: Join Derby City Council, dedicated to serving the community with excellence.
- Benefits: Enjoy flexible work-life balance, 27 days annual leave, and professional development opportunities.
- Other info: Embrace a culture of diversity and inclusion in a supportive work environment.
- Why this job: Make a real impact in your community while developing your leadership skills.
- Qualifications: Experience in customer service leadership and strong communication skills required.
The predicted salary is between 33143 - 36363 £ per year.
Job reference: 000012276
Date posted: 19/06/2026
Application closing date: 29/06/2026
Working Pattern: Blank
Salary Grade: G, £33,143 - £36,363
Contractual hours: 37
Basis: Full time
Job category/type: Management
Location: The Council House, Derby – Primarily Office based
Hours: 37 hours per week
Closing Date: Monday 29th June
Contract Type: Permanent
Who We Are
Here at Derby City Council, we’re dedicated to delivering nearly 250 first-class services to citizens and businesses in the heart of the Midlands. People are at the centre of all that we do, and we have an outstanding track record of recruiting and developing talented individuals by providing them with varied and fulfilling career opportunities.
What We Offer
- Flexible work/life balance scheme
- Modern office environment
- Continued professional development opportunities & career conversations
- 27 days annual leave (rising to 32 days after 5 years' service), plus bank holidays
- Local Government Pension Scheme
- Team Derby Rewards – retail and leisure discounts
- Tusker Car Benefit Scheme
- Cycle2Work Scheme & free cycle training
- Employee Assistance Programme, Wellbeing Calendar and Support
- Access to our Equality Employee Networks – LGBTQ+, Disabled Employee Network & Carers and our Black, Asian & Minority Ethnic Employee Support Network and Neurodiversity Network
- Support for colleagues who are carers
The Opportunity
In the role of Team Leader, here’s an example of what you’ll be doing to make an impact:
- Lead, motivate and develop a team of Customer Service Officers / Advisors to achieve excellent service standards.
- Manage performance through coaching, quality assurance, performance monitoring and regular feedback.
- Support recruitment, induction, training, welfare, performance management and employee development activities.
- Monitor and improve customer service performance, ensuring compliance with corporate standards and service targets.
- Analyse and present management information and performance data to support service improvements.
- Review and improve processes, systems and working practices to enhance customer experience and operational efficiency.
- Handle complex customer enquiries and complaints, ensuring positive outcomes and learning opportunities for the wider team.
- Support the implementation of new technologies, systems and service improvements.
- Work collaboratively with colleagues across Derby Direct and Council services to deliver joined-up customer-focused solutions.
- Promote a culture of continuous improvement, innovation and excellent customer care.
About You
You will be a confident and supportive leader who enjoys developing people and creating a positive team culture. You will have strong communication skills, excellent customer service knowledge and the ability to manage performance in a busy and fast‑paced environment. You will be passionate about delivering high‑quality services and committed to helping Derby City Council achieve its customer service ambitions.
We are looking for someone who is:
- A positive and engaging leader who can motivate and inspire others.
- Customer‑focused, with a commitment to delivering excellent service.
- Organised and able to manage competing priorities effectively.
- Analytical and confident using performance data to drive improvements.
- Adaptable and open to change, innovation and continuous improvement.
- A strong communicator who can build effective working relationships at all levels.
- Committed to supporting and developing colleagues to reach their full potential.
Essential Requirements
- Experience of supervising or leading a customer service team.
- Experience of managing performance, quality standards and service delivery targets.
- Experience of coaching, mentoring and developing staff.
- Excellent customer service skills with experience of handling complex customer enquiries.
- Strong communication and interpersonal skills.
- Ability to analyse performance information and identify opportunities for improvement.
- Experience of working with IT systems, AI solutions and digital service channels.
- Ability to work collaboratively across teams and services.
- Commitment to equality, diversity and inclusion.
- Understanding of health and safety responsibilities within the workplace.
Desirable Requirements
- Experience within a contact centre, customer service centre or local government environment.
- Knowledge of customer service performance frameworks and quality assurance processes.
- Experience of implementing service improvements or supporting change initiatives.
- Understanding of local authority services and customer access arrangements.
- Experience of working in an Adult Social Care environment.
Our Values
At Derby City Council we are proud of our values of Bold, Strong, Caring and One Team, and we expect all colleagues to demonstrate these in the way they work with residents, partners and each other.
Additional Information
The role is primarily office-based in Derby and may occasionally require attendance at meetings outside normal working hours. You will also be expected to demonstrate a commitment to Derby City Council’s Equality and Diversity policies and work flexibly to meet the needs of the service.
Equality, Diversity & Inclusion
We are a fair and inclusive employer and welcome applications from people from all backgrounds. We recruit for diversity and value difference. As many of our roles can now be home‑based, we are able to offer more opportunities for people who need this facility. We are proud to be a Disability Confident Leader. If you are a disabled person, you have the choice to apply under our Guaranteed Interview Scheme so long as you demonstrate that you meet the essential requirements for the job. We feel it is essential that we recruit a talented workforce that is as diverse as the community we work for. Please let us know of any individual requirements or reasonable adjustments you may have during the application, interview, or onboarding process and we’ll do all we can to help. We strongly believe in social understanding of disability and for us it’s all about removing barriers to equality.
Please contact our Recruitment Team on 01332 640844 (Relay UK - 18001 01332 640 844) or at recruitmentteam@derby.gov.uk for any queries regarding this vacancy or if you are having difficulty applying.
Team Leader employer: Derby City Council
Derby City Council is an exceptional employer that prioritises the development and well-being of its employees, offering a modern office environment and a flexible work/life balance scheme. With a strong commitment to professional growth, diverse employee networks, and a culture that values innovation and customer service excellence, this role as Team Leader provides a unique opportunity to make a meaningful impact in the community while enjoying generous benefits such as 27 days annual leave and access to various support programmes.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader
✨Get Involved in Industry Events
Jumping into industry events or leadership conferences can really help boost your visibility. Not only will you meet potential employers, but you’ll also get the chance to connect with other leaders in corporate management. Look for local or even virtual events that focus on leadership—every connection counts!
✨Engage in Professional Networks
Join professional management associations relevant to your career goals. These networks often host workshops, panels, and networking events that can put you in front of hiring managers. Plus, they can give you the scoop on upcoming roles, such as the full-time positions with companies like Derby City Council.
✨Showcase Your Leadership Skills
When reaching out to potential employers, particularly for leadership roles, demonstrate your leadership capabilities with real examples. Share stories from your previous positions that illustrate how you handled challenges and drove results. This will help you stand out when you apply to places like Derby City Council.
✨Tailor Your LinkedIn Presence
Ensure your LinkedIn profile is specifically tailored to corporate leadership. Highlight achievements, showcase relevant content and engage with posts in management groups. This not only builds your credibility but keeps you on the radar of companies looking for candidates like you as they post full-time opportunities.
We think you need these skills to ace Team Leader
Some tips for your application 🫡
Show Us Your Leadership Skills:In the corporate leadership and management field, it's essential to highlight your leadership experience. Use your CV to flesh out examples of how you've led teams to success or managed significant projects. We want to see specific instances where your actions made a tangible difference in your previous roles!
Quantify Your Achievements:Numbers talk, especially in management! When detailing your achievements in your CV or cover letter, don’t just say you improved team performance. Instead, say you boosted productivity by 30% over six months through effective strategy implementation. This makes your application pop and shows us what you can bring to Derby City Council.
Craft a Compelling Cover Letter:Your cover letter is your chance to narrate your professional journey. We’re looking for motivation and a clear understanding of what corporate leadership means to you. Dive into your aspirations and how they align with the values and vision of Derby City Council. Make it personal – we want to get to know you!
Tailor Your CV for Management Roles:Ensure your CV reflects the management skills that are essential for this role. Focus on competencies like strategic planning, team building, and problem-solving. Use a clean layout, and don’t forget to align your experiences with those keywords mentioned in the job listing. This will help you stand out from the crowd!
How to prepare for a job interview at Derby City Council
✨Showcase Your Leadership Style
You’ll want to thoroughly convey your unique approach to leadership. During the interview with Derby City Council, be ready to share real-life examples of how you've inspired and motivated teams in the past. Think about specific achievements that illustrate your strategic thinking and your ability to drive results.
✨Brush Up on Management Theories
Expect some technical questions related to management theories and practices. Brush up on concepts like transformational leadership, servant leadership, or situational leadership. Be prepared to discuss how you would apply these theories to the role at Derby City Council, especially in the specific context of the challenges they’re currently facing.
✨Craft Your Vision for the Company
Since this is a full-time leadership role, spending time thinking about your vision for Derby City Council could really set you apart. Consider potential strategies for growth and how you would lead teams towards achieving them. This shows not just enthusiasm, but also strategic foresight that they’ll likely be looking for in a candidate.
✨Emphasise Team Dynamics and Culture
In corporate leadership, team dynamics and organisational culture are everything. Be ready to discuss how you've fostered a positive work environment in previous roles. Bring up examples of how you've managed diverse teams effectively—this will resonate well at Derby City Council as they’re likely seeking a candidate who can enhance their workplace culture.
