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- Tasks: Lead and inspire a team of Customer Service Advisors to achieve their best.
- Company: Join Leicestershire County Council, a progressive and inclusive employer dedicated to community service.
- Benefits: Enjoy flexible working options, competitive salary, and a supportive work environment.
- Why this job: Make a real impact in customer service while developing your leadership skills in a diverse setting.
- Qualifications: Experience in managing teams and customer service is essential; coaching skills are a plus.
- Other info: We celebrate diversity and encourage applications from all backgrounds.
The predicted salary is between 29300 - 31950 £ 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.
Every role within the Council has a defined working style which determines where they can work. The worker category applicable to this post is detailed in the above advert.
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: https://emss.org.uk/support
By applying for this post, you agree to our Terms and Conditions.
About Us
About Leicestershire County Council
Leicestershire County Council is a Disability Confident, Menopause Friendly, Mindful Employer, Fostering Friendly, Forces Friendly, and Cycle Friendly organisation. In August 2021, we also signed up to the Race at Work Charter. We are strongly committed to promoting equality and opportunity, championing employee wellbeing and investing in staff training and development.
Our aim is to work with communities and partners to deliver public services that make Leicestershire the best possible place to live and work for everyone. Our employees play a key role in supporting this goal and helping us deliver the vital services we provide to the people of Leicestershire.
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 Leicestershire County Council's values and mission. During the interview, be prepared to discuss how your personal values align with theirs, as this will demonstrate your commitment to their goals.
✨Tip Number 2
Research common customer service challenges in local government settings. Being able to discuss these issues and propose solutions during your interview will show that you understand the role and are proactive about improving customer experiences.
✨Tip Number 3
Prepare examples of your coaching and mentoring experiences. Think of specific situations where you helped team members improve their performance, as this is a key aspect of the Team Manager role.
✨Tip Number 4
Reach out to current or former employees of the Customer Service Centre for insights. They can provide valuable information about the team dynamics and expectations, which can help you tailor your approach during the interview.
We think you need these skills to ace Team Manager - Customer Service Centre
Some tips for your application 🫡
Tailor Your Supporting Statement: Make sure your supporting statement directly addresses the criteria listed in the 'About You' section. Use specific examples from your experience that demonstrate your skills in managing a diverse team, coaching, and performance management.
Highlight Relevant Experience: Clearly outline your previous roles in customer service and any relevant management experience. Emphasise your ability to meet targets and manage customer queries effectively, as these are key aspects of the role.
Showcase Your Values: Leicestershire County Council values diversity and inclusion. Include examples that reflect your commitment to these values and how you have contributed to creating an inclusive environment in your past roles.
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 crucial for a managerial position.
How to prepare for a job interview at Leicestershire County Council
✨Showcase Your Leadership Skills
As a Team Manager, you'll need to demonstrate your ability to lead and develop a diverse team. Prepare examples of how you've successfully coached and mentored team members in the past, focusing on specific outcomes and improvements.
✨Understand Customer Service Trends
Familiarise yourself with current trends in customer service, especially within the context of adult social care. Be ready to discuss how you would identify customer needs and implement strategies to enhance their experience.
✨Prepare for Performance Management Questions
Expect questions about performance management and how you've handled underperformance in the past. Think of specific instances where you set targets, monitored progress, and took action to support team members in achieving their goals.
✨Align with Organisational Values
Leicestershire County Council values diversity and inclusion. Be prepared to share examples of how you've promoted these values in your previous roles, and express your commitment to fostering an inclusive environment within your team.