Customer Service Team Leader

Post Ref CC639Please note: Internal at risk or redeployee applicants will be seen in the first instance.At Calderdale Council, exceptional customer service is at the heart of everything we do. As a Customer First Team Leader, you’ll play a pivotal role in shaping the way we deliver services in a fast-changing environment, ensuring our customers’ needs are met across multiple channels.Why join us?This is more than a leadership role — it’s your opportunity to make a tangible difference. You’ll lead a team of Customer First Advisors, managing day-to-day operations while coaching and developing them to consistently deliver outstanding service. Your leadership will inspire your team to excel, ensuring that our customers receive efficient, high-quality support whether face-to-face, over the phone, or online.What you’ll do: Lead and manage a team of advisers across multiple locations, including hybrid and remote settings. Provide coaching, training, and development opportunities to maintain consistently high levels of customer care. Resolve complex customer enquiries efficiently, becoming the go-to problem solver for challenging issues. Collaborate with Operational Leads, partners, and other teams to improve service delivery, challenge outdated processes, and champion innovative ideas. Support the ongoing digital transformation of customer services, helping your team embrace new tools and ways of working. What we’re looking for:We need a confident, resilient leader with a passion for customer service and the ability to thrive in a fast-paced, dynamic environment. Organisation, professionalism, and the ability to remain calm under pressure are essential.You’ll also bring: Strong IT skills and the ability to learn and navigate various systems quickly. Confidence working with complex legislation and numerical reasoning. A flexible, self-motivated approach to your work and a commitment to collaborative innovation. Excellent customer-relationship management skills with a drive to constantly improve service delivery. Proven leadership skills to inspire and guide your team, fostering a culture of excellence and continuous improvement. The difference you’ll make:Every day, you’ll empower your team to handle a wide range of enquiries from our diverse community, ensuring exceptional service across Council functions. Your efforts will help us adapt to growing customer demands and maintain a Council that puts people first.Our assessment approach:To give all candidates the opportunity to demonstrate their leadership and problem-solving skills, the selection process will include: Competency-based interview: A structured interview where you’ll discuss your experience, skills, and approach to leading a team and delivering excellent customer service. On-the-day scenario exercise: During the interview, shortlisted candidates will be given a customer service scenario. You will have time to think through your approach and then discuss it with the panel. No advance preparation is required, and this is not a formal presentation - we want to see how you think, prioritise, and communicate in real time. Ready to lead the way?If you’re excited by the opportunity to drive positive change and inspire a team to deliver outstanding service, we’d love to hear from you. Visit our website to download the Job Outline/Person Specification (under 'Job Attachments') to see the full range of responsibilities and essential criteria for the role.Remember to address each essential criterion in the personal statement section of your application to ensure consideration for an interview.We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expect all staff to share this commitment. Applicants to posts that are exempt from the Rehabilitation of Offenders Act will require a DBS from the Disclosure and Barring Service before the appointment is confirmed.Closing Date: Sunday 30th November 2025Interview: Week commencing 8th December 2025We may utilise digital interview methods.As part of our VisionOn 30 January 2019, the Council declared a climate emergency in a bold move to step up its action to tackle climate change.Calderdale Council embraces the positive benefits of a diverse workforce and we are committed to providing an environment that is inclusive. We encourage applications from people who share our commitment to challenge inequality and promote diversity across Calderdale. We particularly welcome applications from communities that are currently under-represented in our organisation. All applications are anonymised before being seen by the selection panel.For support on your application please read our Application Booklet or visit ourPost Ref CC639Please note: Internal at risk or redeployee applicants will be seen in the first instance.At Calderdale Council, exceptional customer service is at the heart of everything we do. As a Customer First Team Leader, you’ll play a pivotal role in shaping the way we deliver services in a fast-changing environment, ensuring our customers’ needs are met across multiple channels.Why join us?This is more than a leadership role — it’s your opportunity to make a tangible difference. You’ll lead a team of Customer First Advisors, managing day-to-day operations while coaching and developing them to consistently deliver outstanding service. Your leadership will inspire your team to excel, ensuring that our customers receive efficient, high-quality support whether face-to-face, over the phone, or online.What you’ll do: Lead and manage a team of advisers across multiple locations, including hybrid and remote settings. Provide coaching, training, and development opportunities to maintain consistently high levels of customer care. Resolve complex customer enquiries efficiently, becoming the go-to problem solver for challenging issues. Collaborate with Operational Leads, partners, and other teams to improve service delivery, challenge outdated processes, and champion innovative ideas. Support the ongoing digital transformation of customer services, helping your team embrace new tools and ways of working. What we’re looking for:We need a confident, resilient leader with a passion for customer service and the ability to thrive in a fast-paced, dynamic environment. Organisation, professionalism, and the ability to remain calm under pressure are essential.You’ll also bring: Strong IT skills and the ability to learn and navigate various systems quickly. Confidence working with complex legislation and numerical reasoning. A flexible, self-motivated approach to your work and a commitment to collaborative innovation. Excellent customer-relationship management skills with a drive to constantly improve service delivery. Proven leadership skills to inspire and guide your team, fostering a culture of excellence and continuous improvement. The difference you’ll make:Every day, you’ll empower your team to handle a wide range of enquiries from our diverse community, ensuring exceptional service across Council functions. Your efforts will help us adapt to growing customer demands and maintain a Council that puts people first.Our assessment approach:To give all candidates the opportunity to demonstrate their leadership and problem-solving skills, the selection process will include: Competency-based interview: A structured interview where you’ll discuss your experience, skills, and approach to leading a team and delivering excellent customer service. On-the-day scenario exercise: During the interview, shortlisted candidates will be given a customer service scenario. You will have time to think through your approach and then discuss it with the panel. No advance preparation is required, and this is not a formal presentation - we want to see how you think, prioritise, and communicate in real time. Ready to lead the way?If you’re excited by the opportunity to drive positive change and inspire a team to deliver outstanding service, we’d love to hear from you. Visit our website to download the Job Outline/Person Specification (under 'Job Attachments') to see the full range of responsibilities and essential criteria for the role.Remember to address each essential criterion in the personal statement section of your application to ensure consideration for an interview.We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expect all staff to share this commitment. Applicants to posts that are exempt from the Rehabilitation of Offenders Act will require a DBS from the Disclosure and Barring Service before the appointment is confirmed.Closing Date: Sunday 30th November 2025Interview: Week commencing 8th December 2025We may utilise digital interview methods.As part of our VisionOn 30 January 2019, the Council declared a climate emergency in a bold move to step up its action to tackle climate change.Calderdale Council embraces the positive benefits of a diverse workforce and we are committed to providing an environment that is inclusive. We encourage applications from people who share our commitment to challenge inequality and promote diversity across Calderdale. We particularly welcome applications from communities that are currently under-represented in our organisation. All applications are anonymised before being seen by the selection panel.For support on your application please read our Application Booklet or visit our