At a Glance
- Tasks: Lead teams to collaborate effectively and improve services for residents.
- Company: Join Southampton City Council, a forward-thinking local government.
- Benefits: Competitive salary, generous holidays, flexible working, and excellent pension.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Make a real difference in residents' lives through effective teamwork.
- Qualifications: Experience in operational services and strong facilitation skills required.
The predicted salary is between 47181 - 51357 £ per year.
Southampton City Council is seeking an experienced and practical facilitator to join Housing as our Team Leader - Customer-Centric Ways of Working and Collaboration. This new role will help Housing teams work together more effectively to solve problems and improve services for residents. Many Housing services cut across teams and organisations. Repairs, neighbourhood management, customer contact and homes specialists often need to work together to resolve problems that do not sit neatly within a single service. This means teams must collaborate well, share information and take joint ownership of issues affecting residents and neighbourhoods.
The role sits within Strategy, Insight & Performance and the Learning Organisation & Capability team. You will work directly with managers and operational teams across Housing, stepping into areas where services are not working together well and helping people improve how work is coordinated and delivered.
You will provide practical support that helps teams understand cross-service problems and develop workable solutions. Through structured workshops, small-group discussions and one-to-one support, you will help people understand problems, reflect on their part in them, share perspectives and agree clear actions. You will support teams to take joint ownership of issues, strengthen collaboration between services and ensure the experience of residents is considered when solutions are developed.
You will promote pragmatic improvement, including 80/20 problem-solving and co-creation with customers, so teams can deliver short-term value while identifying where wider change or leadership decisions are needed.
Your key priorities will include:
- Facilitating collaboration across Housing teams through structured workshops, small-group discussions and one-to-one support, helping people consider problems in the round and agree practical solutions.
- Clarifying ownership, responsibilities, decision points and hand-offs where work crosses service boundaries, and helping teams turn discussion into clear actions and follow-through.
- Using customer insight, complaints, case studies and lived experience to focus improvement activity on issues that matter to residents and neighbourhoods.
- Encouraging pragmatic 80/20 problem-solving, helping teams deliver short-term customer value while making longer-term dependencies and decisions visible.
- Promoting co-creation with customers and frontline staff so affected people have a meaningful role in understanding problems, testing options and shaping improvements.
- Developing practical collaboration tools, guidance and reusable methods that managers and teams can apply independently.
- Providing feedback and assurance to senior leaders on recurring barriers to collaboration, unresolved cross-service risks and systemic issues requiring wider intervention.
About you:
You will bring experience of working in operational services where collaboration between teams is essential to solving complex problems. You will be confident working directly with managers and frontline teams, listening carefully, bringing different perspectives together and helping people move from discussion to practical solutions.
We are particularly interested in candidates who can demonstrate:
- Experience working in operational services where collaboration between teams is essential to solving complex problems.
- Strong facilitation skills, with the ability to bring groups together, guide discussions and help teams reach practical solutions.
- The ability to work confidently with managers and frontline teams, building trust and encouraging constructive problem-solving.
- Experience supporting workshops, team sessions or improvement activity that helps teams understand problems and improve how they work together.
- Strong communication and listening skills, able to bring together different perspectives and help teams focus on solutions.
- A practical and organised approach, able to support teams to turn discussions into clear actions.
It would also be helpful if you have experience using customer insight, service design, systems thinking, continuous improvement or co-creation methods, or developing reusable tools and guidance for teams. You do not need to come from a traditional housing career route. We welcome applicants who can bring relevant facilitation, service improvement, transformation or operational experience from another complex service environment, together with a clear commitment to improving outcomes for residents.
What we can offer you:
- Salary: The Grade 10 salary band is £47,181 - £51,357 per annum. The starting salary is £47,181, with annual progression through the salary band.
- 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 an informal conversation about the role, please contact Robert Ahmadi, Head of Housing Strategy, Insight and Performance, at Robert.ahmadi@southampton.gov.uk
Recruitment contact details Email: recruitment@southampton.gov.uk Tel: 023 8083 4033.
For more information about SCC please visit Southampton City Council. Follow us on social media for regular updates on our featured jobs and latest news.
Team Leader - Customer-Centric Ways of Working and Collaboration in Southampton employer: Southampton City Council
Join our vibrant partnership of six schools in Southampton and the New Forest, where we prioritise a rich learning experience for every child. As a Classroom Play Assistant, you will be part of a collaborative and supportive team dedicated to nurturing confident learners and responsible citizens. With a strong focus on employee development and a commitment to safeguarding, we offer a fulfilling work culture that values diversity and encourages personal growth.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader - Customer-Centric Ways of Working and Collaboration 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 Team Leader - Customer-Centric Ways of Working and Collaboration 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.
