At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service every day.
- Company: Join Southampton City Council, dedicated to making a positive impact in the community.
- Benefits: Generous holiday, flexible working, health support, and excellent pension contributions.
- Other info: Enjoy career growth opportunities and a vibrant team culture.
- Why this job: Make a real difference while developing your leadership skills in a supportive environment.
- Qualifications: Passion for coaching, strong customer service skills, and a collaborative mindset.
The predicted salary is between 24768 - 30272 £ per year.
We have an exciting opportunity for a Permanent, Full Time, motivated and people focused individual to join our Service Centre as a Team Leader at Southampton City Council (SCC).
The Service Centre plays a crucial role in supporting customers with the services they rely on. We are looking for an enthusiastic and people focused Service Centre Team Leader to lead one of our frontline teams in delivering excellent customer experiences. In the Service Centre, our purpose is to provide exceptional support to our customers and community. We believe in teamwork, kindness and empathy, ensuring every interaction is completed efficiently and with care, treating others as we would like to be treated. This mission shapes how we serve, how we lead, and how we work together every day.
About the Role
As a Service Centre Team Leader, you will lead, inspire, coach and develop a team of Service Support Officers responsible for providing high-quality customer service across multiple channels. You’ll ensure that your team:
- Get things right first time through strong quality checking and coaching practices.
- Communicate clearly, confidently and consistently with customers.
- Have a strong customer focus, with emphasis on resolution at the first point of contact.
- Embrace a digital first culture, adapting processes and sharing best practice to continuously improve service delivery.
- Feel proud of what they do, take ownership and responsibility for their actions.
What We’re Looking For
We are seeking someone who:
- Loves coaching and motivating people to perform at their best.
- Role models high-quality customer service and leads by example.
- Works collaboratively across teams and services, fostering relationships built on integrity, support and shared outcomes.
- Brings curiosity, creativity and a willingness to improve how we work.
- Shows resilience, ownership and a “can-do” attitude in a fast-paced customer focused environment.
Our Commitment to You
At Southampton City Council, we are proud and passionate about our city, its people, and its future. When you join our Service Centre, you become part of a team dedicated to helping residents live safe, healthy and independent lives, delivering services that make a positive difference every day.
What we can offer you:
- Excellent local government pension with 15.2% employer contribution.
- Death in service benefit of x3 salary, and optional salary sacrifice shared cost AVC (additional voluntary contribution).
- Generous holiday 25–31 days, based on role and service.
- Flexible working options (role-dependent).
- Family-friendly policies - Maternity, Paternity, Adoption, Shared/Unpaid Parental Leave, Time off for Dependents.
- Training and development, including coaching and mentoring.
- Health and wellbeing support - Employee Assistance Programme, Menopause Pledge, Mental Health First Aiders and access to a variety of staff networks.
- Veteran-friendly employer with the Armed Forces Covenant.
- Retail discounts and savings through the Southampton City Council benefits platform.
- Discounted memberships at local sports and fitness centres.
- Sustainable travel benefits - low emission car scheme, cycle to work, season ticket loans.
- Employee volunteering scheme with 2 paid days leave to volunteer.
For further information on our benefits package please visit Employee benefits (southampton.gov.uk).
Contact details for informal discussion:
For further information and details regarding the position please contact marnie.horgan@southampton.gov.uk or esther.cluett@southampton.gov.uk.
Interview Information:
When applying for the role, please refer to the job description and take your time to answer the questions outlined in the application form as this information will be used to shortlist candidates for a face-to-face interview, which will be held during the week commencing 12th October.
Recruitment contact details:
Email: recruitment@southampton.gov.uk Tel: 023 8083 4033.
For more information about SCC please visit Southampton City Council.
Service Centre Team Leader in Southampton employer: Southampton City Council
Southampton City Council is an excellent employer, offering a supportive work culture that prioritises the well-being of both employees and the community. As an Emergency Telecare Advisor, you will benefit from comprehensive training and development opportunities, ensuring your growth in a role that makes a meaningful impact on the lives of vulnerable residents. With a commitment to teamwork and resilience, you'll find a rewarding environment that values compassion and quick decision-making in a dynamic 24/7 service.
StudySmarter Expert Advice🤫
We think this is how you could land Service Centre Team Leader in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Southampton City Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Southampton City Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Centre Team Leader in Southampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Southampton City Council:Your cover letter is your chance to shine! Tell us why you want to work at Southampton City Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Southampton City Council!
How to prepare for a job interview at Southampton City Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
