Customer Services Team Leader

Number of Vacancies: 1 Time Type:
Full time Worker Type:
Fixed Term (Fixed Term) Proposed Interview Date:
Thursday, November 12, 2026 Hours of Work: 37 Hiring Manager:
Elizabeth Dillon Contact Number:

This is a full time, fixed term position until June 2027 to cover secondment. An exciting opportunity is available for a placement as a Grade 7 Customer Services Team Leader within Streetscene Services. This placement offers a valuable development opportunity for staff seeking to build leadership experience within customer services and environmental operations.

The post holder will jointly lead a professional customer services team responsible for providing all public information content and managing customer requests, queries, feedback and complaints across a wide range of access channels. The service areas include waste management, grounds maintenance, highways and street cleansing. The role acts as a critical interface between frontline environmental operational teams, the Council’s customer feedback team, call centre and other customer contact centres, ensuring consistent, high quality service delivery and a positive customer experience.

• Lead and support the customer services team responsible for managing customer requests across all contact channels
• Act as the customer champion, developing service standards, systems and procedures in line with the Council’s environmental policies and customer promises
• Coordinate day-to-day communication between operational services, customer feedback and contact centre teams
• Manage customer feedback, enquiries and complaints to ensure timely, professional responses.

This opportunity is suitable for staff who:

• Have experience working within customer services, environmental services or Streetscene-related functions
• Are able to demonstrate strong communication and organisational skills
• Have experience working with customer feedback, service standards and process improvement
• Are interested in developing management and leadership capability at Grade 7 level
• Have an interest in service improvement, digital systems and customer experience.

The post holder is responsible for leading a team required to provide all public information content and manage all customer requests for service across a broad range of customer access channels for the Council’s waste management, grounds maintenance and street cleansing services. The role involves the management of a highly professional and responsive team of customer services staff who are the critical interface between the front line operations teams and the Council’s customer feedback team, call centre and other customer contact centres.

As the customer champion, the role requires the formulation of service standards, management systems and procedures in line with the Council’s environmental policies to ensure consistent, high quality service delivery and customer feedback. The post holder is also required to manage multiple externally provided service delivery and supply contracts essential to the successful delivery of the Council’s waste collection service.