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For Companies At a Glance
- Tasks: Lead a team to handle customer enquiries and improve service quality.
- Company: Falkirk Council, dedicated to making a difference in the community.
- Benefits: Flexible working, career growth opportunities, and a supportive team environment.
- Why this job: Make a real impact on customer experience and service delivery.
- Qualifications: Strong communication skills and experience in customer service management.
- Other info: Join a dynamic team focused on learning and continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
About Falkirk Council
At Falkirk Council, we are committed to delivering services that are Responsive, Innovative, Trusted and Ambitious — making a real difference to the lives of our tenants, residents and communities every day.
The Role
We are looking for an experienced and motivated Customer Services Team Leader to join our team. This is a key role, responsible for coordinating and overseeing complex customer enquiries, complaints, information requests, and Ombudsman cases — ensuring we deliver high quality, timely and professional responses. You will lead a small team and work collaboratively across all areas of our service.
What You’ll Do
- Coordinate responses to complaints, formal enquiries and information requests for Housing Services.
- Co-ordinate cases escalated to the Scottish Public Services Ombudsman.
- Ensure all responses meet relevant legislation, procedures and corporate standards.
- Maintain accurate records, monitor performance, and support reports to senior management.
- Identify training needs and support continuous improvement across teams.
- Provide advice to managers on emerging issues, trends and lessons learned.
- Represent the service at internal and external working groups where required.
About You
We are looking for someone who is:
- A confident communicator with excellent written and verbal skills.
- Highly organised, able to manage competing priorities and delegate effectively.
- Experienced in handling sensitive or complex customer enquiries.
- Calm, professional and empathetic when dealing with distressed or challenging individuals.
- Knowledgeable about relevant legislation including FOI, EIR and Data Protection (desirable).
What We Offer
- A supportive team environment focused on learning and improvement.
- Flexible / mobile working arrangements.
- Opportunities for development and career growth.
- The chance to make a real impact on service quality and customer experience across the Council.
Additional Information
This post requires excellent numeracy and literacy, and relevant customer facing experience. Experience managing a small team and using Microsoft Office packages is advantageous.
Customer Services Team Leader - FLK13780 employer: Falkirk Council
Contact Detail:
Falkirk Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Team Leader - FLK13780
✨Tip Number 1
Get to know the company! Research Falkirk Council's values and services. When you understand what they stand for, you can tailor your approach during interviews and show how you align with their mission.
✨Tip Number 2
Practice your communication skills! As a Customer Services Team Leader, you'll need to be a confident communicator. Role-play common interview questions with a friend or use our resources to sharpen your responses.
✨Tip Number 3
Showcase your leadership experience! Be ready to discuss specific examples of how you've managed teams and handled complex customer enquiries. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we often have tips and resources available that can help you stand out in the process.
We think you need these skills to ace Customer Services Team Leader - FLK13780
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Services Team Leader. We want to see how you can make a real difference in delivering high-quality responses!
Show Off Your Communication Skills: Since this role requires excellent written and verbal communication, don’t hold back! Use clear and concise language in your application to demonstrate your ability to communicate effectively, just like you would in the job.
Highlight Relevant Experience: Be sure to mention any previous experience you have in handling complex customer enquiries or managing a team. We’re looking for someone who can coordinate effectively, so share those examples that showcase your organisational skills!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Falkirk Council
✨Know Your Stuff
Make sure you’re familiar with Falkirk Council's values: Responsive, Innovative, Trusted, and Ambitious. Think about how your experience aligns with these values and be ready to share specific examples of how you've demonstrated them in your previous roles.
✨Showcase Your Leadership Skills
As a Customer Services Team Leader, you'll need to demonstrate your ability to lead a team effectively. Prepare to discuss your leadership style, how you handle team dynamics, and any experiences where you've successfully managed conflicts or motivated your team.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills, especially regarding complex customer enquiries or complaints. Think of real-life scenarios where you’ve had to navigate difficult situations and prepare to explain your thought process and the outcomes.
✨Understand Relevant Legislation
Brush up on your knowledge of FOI, EIR, and Data Protection laws. Be prepared to discuss how these regulations impact customer service and how you ensure compliance in your work. This will show that you’re not just experienced but also knowledgeable about the legal framework surrounding the role.
