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- Tasks: Lead and inspire a team of Customer Service Advisors to achieve their best.
- Company: Join Leicestershire County Council, dedicated to serving the community with excellence.
- Benefits: Enjoy flexible working options and a supportive work environment.
- Why this job: Make a real impact while developing your leadership skills in a diverse setting.
- Qualifications: Experience in customer service management and coaching is essential.
- Other info: We celebrate diversity and encourage applications from all backgrounds.
The predicted salary is between 34350 - 37950 £ per year.
Organisation: Leicestershire County Council
Work Location: Customer Service Centre, County Hall, Glenfield, Leicestershire, LE3 8ST
Worker Category: Hybrid
Salary: £34,350 - £37,950 per annum (pro rata for part-time)
Working Hours: 18.5 hours per week on a rota basis worked between 8.30am and 5.30pm Wednesday to Thursday and 8.30am and 5pm on Fridays.
Contract Type: Permanent
Closing Date: Saturday 28th June 2025
Interview Date(s): 22nd - 25th July 2025
About the Role
An opportunity has arisen within the Adult Social Care Customer Service Centre for a permanent Team Manager position. This role will be to coach, mentor, develop, support and performance manage a team of Customer Service Advisors enabling them to achieve and exceed the vision, goals, targets and strategic objectives of the department and Council.
Main duties and responsibilities:
- Coaching and developing individuals within a team, using techniques and working practices that are aligned to the individual's working and learning styles.
- Identify training needs for staff, develop and deliver training plans and material where appropriate.
- Performance manage team members ensuring the performance framework targets and goals are adhered to and surpassed. Where consistent underperformance is identified implement necessary action aligned to the policies and procedures of the organisation.
- Identify customer trends and implement individual and team actions to support and enable a positive customer journey.
- Support the Team and the customer by managing customer dissatisfaction and appropriate referrals from the team, service or organisational leadership team.
- Support and undertake allocated tasks in line with project work streams and continuous improvement tasks.
- Effectively plan, allocate and manage workloads of the advisor team to ensure achievement of targets.
About You
To apply for this role, you must:
- Demonstrate experience in managing a diverse team in a customer service environment.
- Demonstrate experience in coaching, developing and mentoring people.
- Demonstrate experience of being managed against targets.
- Demonstrate experience in a role dealing with customers, responding to queries verbally and in writing.
- Demonstrate experience of performance management in a customer service environment.
- Demonstrate experience of working with IT packages.
- Demonstrate experience in supporting change programmes and supporting the implementation of strategic goals.
We'd also expect you to share our commitment to our values and will ask you to evidence when you have demonstrated them as part of the interview process.
This post is covered by Part 7 of the Immigration Act (2016) and therefore the ability to speak fluent English is an essential requirement for this role.
Interested in Flexible Working?
We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.
For more information or an informal discussion, please contact either:
- Rhiannon Watts, Team Leader, 01163054518, rhiannon.watts@leics.gov.uk
- Lyndsey Smith, Team Leader, 01163059373, Lyndsey.Smith@leics.gov.uk
How to Apply
Leicestershire County Council is an inclusive organisation which is on a journey to embed and celebrate equality, diversity, and inclusion at every level. We warmly welcome and encourage applications from people of all backgrounds, as having a diverse workforce with different perspectives and ideas is fundamental to our values and enriches the services we offer our communities.
We particularly welcome applicants from Ethnically Diverse and LGBTQ+ communities and people with disabilities to create a balanced workforce and one that reflects the communities we serve. Applicants with a disability who meet the criteria listed in the About You section above will be offered an interview under the Disability Confident Employer Scheme.
To apply for this job, please click 'Apply Now'. You will need to upload a supporting statement as part of your application which explains how you meet the criteria listed in the About You section above.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
If you have any technical issues when trying to apply for this post, please contact our Employee Service Centre.
Team Manager - Customer Service Centre employer: Leicestershire County Council
Contact Detail:
Leicestershire County Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Manager - Customer Service Centre
✨Tip Number 1
Familiarise yourself with the specific coaching and mentoring techniques that are effective in a customer service environment. This will not only help you in the interview but also demonstrate your proactive approach to team management.
✨Tip Number 2
Research Leicestershire County Council's values and strategic goals. Be prepared to discuss how your experience aligns with these during the interview, showcasing your commitment to their mission.
✨Tip Number 3
Prepare examples of how you've successfully managed performance within a team. Highlight specific instances where you identified training needs and implemented solutions to improve team performance.
✨Tip Number 4
Reach out to the contacts listed in the job description for an informal chat about the role. This can give you valuable insights and show your genuine interest in the position, which can set you apart from other candidates.
We think you need these skills to ace Team Manager - Customer Service Centre
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements. Highlight key skills such as coaching, performance management, and customer service experience that are essential for the Team Manager position.
Craft a Strong Supporting Statement: Your supporting statement is crucial. Clearly demonstrate how your experience aligns with the criteria listed in the 'About You' section. Use specific examples from your past roles to illustrate your skills in managing teams and achieving targets.
Showcase Your Values: Leicestershire County Council values diversity and inclusion. Make sure to reflect your commitment to these values in your application. Mention any relevant experiences that showcase your ability to work with diverse teams or support inclusive practices.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A well-presented application reflects your attention to detail and professionalism, which is vital for a managerial role.
How to prepare for a job interview at Leicestershire County Council
✨Showcase Your Coaching Skills
As a Team Manager, you'll need to demonstrate your ability to coach and develop team members. Prepare examples of how you've successfully mentored individuals in the past, focusing on specific techniques you used that aligned with their learning styles.
✨Understand Performance Management
Be ready to discuss your experience with performance management. Highlight instances where you've set targets, monitored progress, and taken action to address underperformance, ensuring you align your answers with the expectations of the role.
✨Demonstrate Customer Service Expertise
Since this role is centred around customer service, prepare to share your experiences dealing with customer queries. Use specific examples to illustrate how you've handled difficult situations and improved customer satisfaction.
✨Align with Organisational Values
Familiarise yourself with the values of Leicestershire County Council and be prepared to provide examples of how you've embodied these values in your previous roles. This will show your commitment to their mission and culture.
