Role Purpose
To lead and support a customer-facing team delivering high-quality services across face-to-face, telephone, digital, and contact centre channels. The postholder will ensure excellent customer experience, effective team performance, and compliance with client’s policies and procedures during a temporary backfill period.


Key Responsibilities
*Line manage and motivate a team (6–15 staff), ensuring high performance and service standards.
*Act as escalation point for complex, sensitive or technical enquiries.
*Monitor team KPIs including handling times, first contact resolution, and customer satisfaction.
*Manage workloads and service demand in line with targets and legislative requirements.
*Support and deputise for the Customer Services Manager as required.
*Lead responses to Member Enquiries, FOIs and formal complaints.
*Oversee customer triage, signposting and service delivery within Customer Service Centres.
*Drive service improvement, digital channel shift and demand reduction initiatives.
*Provide coaching, training coordination, and performance feedback to staff.
*Ensure compliance with relevant legislation, council policies, data protection, health & safety, and equality standards.


Requirements
*Strong experience managing and motivating teams in a busy customer service environment.
*Experience across face-to-face, contact centre or digital customer services.
*Ability to manage performance, competing priorities and service demand under pressure.
*Strong written and verbal communication skills.
*Good IT skills including MS Office and customer systems.
Knowledge of customer service best practice, complaints handling and performance management.