Customer Service Centre Team Leader in West Bridgford

Role: Customer Service Centre Team Leader

Check all associated application documentation thoroughly before clicking on the apply button at the bottom of this description.
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 & supporting document and identify which of the available shifts you are interested in.

Closing Date: 27 th September 2026 (11:59pm) - Please note there may be occasions where we close the advert before the closing date and we encourage you to apply as soon as possible.
Interviews: 8 th and 15 th October 2026 please note, this is subject to change

We bring together talent, celebrate diversity, and create lasting value for the communities we serve. As a fair and inclusive employer, we welcome applications from people of all backgrounds and abilities.
We recognise that artificial intelligence (AI) can be a helpful tool when preparing your application. AI can guide you, but only your own words and experiences truly matter we want to see the real you. All examples and statements must be your own, accurate, and reflect your true experience and values. xohmjla AI tools do not understand context, think critically, or assess the reliability of information, which means AI-generated responses can feel generic and may not accurately represent who you are. We recruit fairly and inclusively showing your real self is what helps you succeed
We welcome applications from candidates who already have the right to work in the UK. Please note that we are currently unable to provide visa sponsorship.