Customer Service Centre Team Leader

Role: Customer Service Centre Team Leader Contract Type: Permanent Worker Type: Hybrid Worker (mix of office and home working, with the expectation of a minimum of 1 day per week in the office) Salary: Grade G - Starting Salary is £37,563 (Level one) rising to £40,444 (Level four), per annum Location: Loxley House, NG2 3NG is the normal base office for this role, however you may be required at times to visit or work from offices across Nottingham City. Working Hours: 37 hours per week Our customer service centre operates on a 5-week rotational basis which includes 1 weekend Sat/Sun shift per 5-week cycle: 7am 3pm 8am 4pm 9am 5pm 10am 6pm 1pm 9pm Make a Real Difference Work with Nottingham City Council Housing Services At Nottingham City Council, were one of Nottinghams largest employers, offering a wide range of roles across diverse services. But here in Housing Services, your work goes beyond a job it changes lives. What We Offer A professional, inclusive, and supportive working environment where your skills are valued and your contribution makes a meaningful difference A comprehensive benefits package that promotes wellbeing, flexibility, and a healthy work-life balance A strong commitment to learning and development, including a full induction, e-learning and classroom-based training, and fully funded professional qualifications Benefits of joining our team 26 days annual leave (rising to 33 days after 5 years service) + bank holidays with the ability to buy additional leave annually Access to a generous, defined benefit pension scheme offering 17.9% Smart Working to support your work life balance Health and wellbeing benefits including access to our Employee Assistance Programme Discounted membership at selected local sports and fitness centres, cinema, shopping and much more! About the Role Join Nottingham City Council Housing Services as a Customer Service Centre Team Leader and play a key role in delivering outstanding services for our tenants, leaseholders and communities. Leading a team of Customer Service Advisors, you will be responsible for ensuring the delivery of a responsive, professional and customer-focused service across housing management, repairs and maintenance enquiries, including a 24/7 customer contact operation. This is an exciting opportunity for an experienced people leader who is passionate about customer service, continuous improvement and developing high-performing teams. You will motivate, coach and support colleagues to achieve excellent outcomes, while monitoring performance, managing resources effectively and driving service excellence. You will also support operational planning, workforce scheduling, service improvement initiatives and the implementation of digital solutions. Working closely with internal teams and external partners, you will help resolve complex enquiries, ensure compliance with relevant legislation and procedures, and contribute to shaping services that meet the diverse needs of our communities. We welcome applications from people of all backgrounds and are committed to creating an inclusive workplace where everyone can thrive. If you are a collaborative leader who values equality, diversity, innovation and exceptional customer care, we would love to hear from you. About You The ideal candidate will have: Management experience gained within a fast moving, pressurised, customer facing environment dealing with complex levels of data and conflicting priorities. Able to demonstrate experience of leading, persuading, motivating and developing employees in order to achieve challenging targets. Highly customer focussed and able to demonstrate problem solving skills. Good interpersonal skills and a proven ability to communicate effectively at all levels in both individual and group situations. Demonstrate ability to manage in ways that ensures that others plan and deliver even under pressure. Experience of working within a customer services centre providing an efficient, effective, courteous and professional service to service users. Please ensure you demonstrate clearly how you meet the 6 requirements in your CV