At a Glance
- Tasks: Lead a team to deliver top-notch customer service and support colleagues in their growth.
- Company: Join Staffordshire County Council, a vibrant and community-focused organisation.
- Benefits: Enjoy flexible working, career development, and a supportive work environment.
- Other info: Ongoing support for your development and a commitment to work-life balance.
- Why this job: Make a real difference by helping others achieve their potential in a dynamic setting.
- Qualifications: Experience in customer service and supervisory roles, with strong communication skills.
The predicted salary is between 31500 - 38500 £ per year.
Do you thrive on supporting others to deliver excellent customer service and making a real difference every day? Do you enjoy coaching, developing and motivating colleagues to achieve their best and provide the service our customers deserve? Then read on to learn more about our exciting role on offer! You will join our vibrant, welcoming and supportive Contact Centre within the Customer Services team who are proud of the high level of service we provide for our customers. We are a people business - excellent customer insight and experience needs to be at the heart of everything we do. Customers today have high expectations; their experience of using council services should not be second rate. We aim to meet customer needs by giving consistent information, advice and support at their convenience. Our customer model is built on the following principles:
- A service that offers ease of access and intuitive navigation
- Consistent and high-quality contact management
- A service driven by customer insight and demand analysis
- A service that is delivered through appropriate delivery channels
- A service which has resilience and scale
- A service that is efficiently delivered
Main Responsibilities: As a Customer Service Supervisor, you will support the effective and efficient running of the Contact Centre, ensuring customers receive a consistent, high quality service across a range of council services and contact channels. You will provide day-to-day operational and people management support to Customer Service Advisors and Assistants, helping them deliver excellent customer service and achieve their full potential. You will also be responsible for:
- Supervising Customer Service Advisors and Assistants, including daily work activities and performance.
- Conducting We Perform discussions, one-to-one meetings and return to work interviews.
- Providing coaching, mentoring and support to develop colleagues and improve performance.
- Supporting quality monitoring activities and providing constructive feedback to staff.
- Facilitating induction and training for new and existing employees.
- Delivering training on systems, procedures and service processes.
- Supporting advisors with complex customer enquiries, complaints and escalations.
- Maintaining and applying knowledge across a broad range of council services.
- Working closely with service areas and colleagues across the Council to support service delivery.
- Supporting implementation of new services, service changes and continuous improvement activity.
- Producing performance information and supporting service performance management.
- Contributing ideas and suggestions to improve systems, procedures and customer experience.
The Ideal Candidate: You will have a balance of excellent customer service with effective people management. You will be confident supporting colleagues, giving constructive feedback, managing performance and helping others develop the skills and knowledge needed to deliver a high-quality service for our customers. The minimum essential criteria that will be assessed for the purposes of shortlisting will be:
- Have experience of working in a busy Contact Centre or customer service environment.
- Have supervisory experience, or experience supporting, coaching and developing others.
- Have strong communication and interpersonal skills.
- Be able to use sound judgement to resolve issues, support colleagues and manage complex or sensitive situations.
- Have a positive, professional and flexible approach with the ability to adapt to change and contribute to service improvements.
The following criteria will also be assessed as part of the recruitment process:
- Be passionate about delivering excellent customer service and helping others achieve their potential.
- Be confident providing feedback, coaching and support to colleagues.
- Have experience of dealing with members of the public and a strong commitment to customer care.
- Be able to manage competing priorities and work effectively in a busy and demanding environment.
- Have experience of using IT systems, including Microsoft products and CRM systems.
- Be self-motivated, organised and able to work under your own initiative whilst also working effectively as part of a wider team.
You will be supported to develop in the role through ongoing support and development to help you reach your full potential. We're happy to talk flexible working.
For an informal chat about this role please contact: Leanne Bott, Customer Service Supervisor at leanne.bott@staffordshire.gov.uk and Charlotte Pinks, Team Leader Customer Services at charlotte.pinks@staffordshire.gov.uk.
Interviews to be held in person on Wednesday 19 August 2026.
Our Recruitment Process: We anonymise applications during shortlisting to ensure only relevant information is considered.
About Staffordshire County Council: We are no ordinary county council. Our Values: The core of who we are as an organisation. Just like we all have personal values that shape our thoughts and behaviour, organisational values drive how we think and act collectively. Our values were created and shaped by colleague feedback and national best practice and they sit at the heart of People Strategy: We have a real sense of community spirit that brings our people together. This feeling of belonging means we are all connected to what we do and take pride in the difference we make every day for Staffordshire people. We are ambitious and our sights are set firmly on a better future. We look forward and race ahead - that goes for your career too.
Our benefits: We recognise that it is our employees that are central to everything we do. We aim to create a supportive working environment where employees can achieve their full potential and achieve a healthy work-life balance. In addition to your salary, as a member of staff, you will have access to our rewards and benefits.
As an Authority, we are committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expect all staff and volunteers to share this commitment. Staffordshire County Council is an equal opportunities organisation and Disability Confident employer. We encourage applications from all backgrounds and communities. As part of our commitment as a Disability Confident employer, a Gold Award Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the minimum criteria for the post.
Customer Service Supervisor in Stafford employer: Staffordshire County Council
Staffordshire County Council is an excellent employer, offering a supportive work culture that prioritises collaboration and community impact. Employees benefit from flexible working hours, opportunities for professional development, and the chance to make a meaningful difference in the lives of families. With a focus on teamwork and quality service delivery, this role provides a rewarding environment for those passionate about social work.
Contact Details:
Staffordshire County Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Supervisor in Stafford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Staffordshire County 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 Staffordshire County 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 Customer Service Supervisor in Stafford
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 Staffordshire County Council:Your cover letter is your chance to shine! Tell us why you want to work at Staffordshire County 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 Staffordshire County Council!
How to prepare for a job interview at Staffordshire County 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.
