Customer Services Team Leader

• You will be based at Shepton Mallet Council Office
• This post offers hybrid working, typically requiring 2 days in the office (or as need dictates)
• There may be occasional requirement for travel to other locations where customer service teams are based.
• Contracted hours will typically be worked during core business hours.
• This role delivers a statutory function and provides a very varied role, which enables them to learn about and support all aspects of the council’s work.
• This post will be offered as a secondment until 31st March 2026

We’re working to improve the lives of people in Somerset – and you’ll be a key part of that. Your day-to-day work will involve:

• You will manage a team of Customer Service staff to deliver first point of contact support on behalf of Somerset Council. This includes telephony, face to face, email, social media, and digital customer interactions for all council services  
• You will work with services to ensure the highest quality of provision is delivered and developed.  They will ensure compliance with all relevant legislation, and policy frameworks and understand where the role of the Advisor and the handoff to the service professional occurs.   
• You will be responsible for promoting digital solutions and the voice of the customer, dealing with customer complaints and feedback, and making recommendations to the service for improvement.   
• You will ensure staff are effectively deployed, trained, developed, and kept up to date with service changes.  The postholder will develop specialist knowledge of their services offering expert insight and take on key development activities on behalf of Customer Services.   

Preferably you will have proven experience of the following, however this role could suit someone looking to progress in to a leadership role with limited experience

• Experience of managing and developing high performing teams and delivering customer-led services to multi-channel customers across multiple locations. 
• Experience of managing casework and the ability to prioritise.  
• Experience of complaint handling and be able to demonstrate an ability to draw to a successful conclusion.  
• Ability to coach and influence officers, members, and partners to the importance of customer service.
• Good communicator to build strong working relationships
• Ability to motivate and empower others, positive team member as well as an ability to work on own initiative 
• Understand customer service values, equality and diversity and customer inclusion in delivery

We’re proud to be here for the people of Somerset. And that means everyone in Somerset. An important part of this is ensuring that we are as diverse and inclusive as the people and communities we serve.

We welcome applications from a diverse range of backgrounds and experiences to enrich our team. You can always contact the hiring manager for a chat if there’s anything you want to talk about before you apply.

We are proud to offer an environment that is supportive and rewarding, working as part of a team who are passionate about the work they do to improve the lives of people in Somerset.

We offer great training and development opportunities, with supportive management. As well as this, we have some fantastic employee benefits available:

• We promote a healthy work-life balance and offer flexible working arrangements wherever possible, including working from home.
• Generous annual leave allowance, with the opportunity to purchase additional leave
• Staff discounts in gyms.
• Employee Assistance for the times you may need some support and a variety of employee wellbeing services.
• Auto enrolment onto our generous Pension Scheme and optional pension enhancement through our Additional Voluntary Contribution scheme.
• A Flexible Benefits Scheme via salary sacrifice to obtain a cycle for work and health screenings.
• My Staff Shop offering discounts in shops, online shopping, restaurants, cinema tickets, insurance benefits and more

If you would like to find out more about this exciting opportunity before applying, please email Hannah Gilbertson, Service Delivery Manager  hannah.gilbertson@somerset.gov.uk or Harry.Parsons@somerset.gov.uk for an informal chat. 

When completing your application/CV please provide your full employment history and ensure that any gaps in employment are explained. Please start with your current or most recent employment.

If you have all the information you need, just hit the apply button - we can’t wait to hear from you.