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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