Customer Services Team Manager

Team Manager – Customer Services

As a Team Manager, you will lead a team that develops our future workforce through apprenticeships, placements, and ongoing professional development. You will create an environment where emerging talent grows, thrives, and delivers excellent resident services.

Core Responsibilities

• Lead, motivate, and manage direct reports through coaching, feedback, and performance management.
• Set clear objectives and targets supported by appropriate training and development.
• Use quantitative and qualitative performance measures to drive service improvement.
• Actively challenge ways of working that negatively impact resident experience or performance.
• Build effective working relationships with peers, managers, and stakeholders.

Key Focus Areas

• Develop future talent through apprenticeships, placements, and professional development with clear pathways that support progression and long‑term service sustainability.
• Embed learning and continuous improvement by aligning learning with service improvement and transformation, using data, feedback, and coaching.
• Strengthen service collaboration by building networks across service areas to maximise impact, share knowledge, and promote consistent, high‑quality service standards.
• Enhance engagement & resilience by creating an inclusive, supportive environment that values colleagues and maintains performance through change.
• Champion resident‑first governance by providing strong governance of improvement activity and embedding a resident‑focused mindset that prioritises efficiency, responsiveness, and quality.

Key Attributes & Qualifications

• Confident and authentic people leader who role‑models positive behaviours.
• Passionate about developing others and unlocking potential.
• Comfortable using data and feedback to improve outcomes.
• Resilient, organised, and able to manage competing priorities.
• Curious, reflective, and committed to continuous learning.
• Driven by a strong sense of purpose and pride in public service.
• Pride in delivering an excellent service to every internal and external customer.
• Excellent communication skills – confident in face‑to‑face, telephone, and written activity.
• Ability to support a diverse customer base.
• Proven track record of motivating a team to achieve optimum performance in a contact setting.
• Ability to deliver improvements in a fast‑paced environment.
• Experience of working on projects to further develop services.
• Ability to respond to change positively and be flexible to the needs of the service.
• Good IT skills.
• An understanding of the range of services provided by the council.

Values

• Open and fair – we are fair, open, and transparent.
• Nurture and develop – we help and encourage everyone to be their best.
• Engage and empower – we talk and listen to others, working together as one.
• Create and innovate – we embrace new ways of working to continuously improve.
• Own and be accountable – we work together to deliver the best services for our residents.
• Value and respect – we put diversity and inclusion at the heart of all we do.

Guaranteed Interview Scheme

• Members of the Armed Forces and veterans.
• Currently in care or have previously been in care.
• Consider yourself disabled or have a long‑term health condition.

We welcome applicants from minority ethnic, LGBT+, disabled, and neurodiverse communities and encourage diversity in all respects.

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