Customer Contact Centre Team Leader

Supervisor / Manager (Customer Service)
19000026 Requisition #
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| Starting Salary £28221 per annum | Permanent, Full time, 37 hours per week I

The Customer Access Service is the contact centre for Lancashire County Council supporting and assisting the residents of Lancashire for 28 different council service.

At Customer Access we are committed to providing the best possible service to the citizens of Lancashire. This means reducing waiting times and backlogs; increasing the speed at which citizens receive help while never compromising on the quality of service they receive. 

Operationally, the service is split into two departments; Social Care and Multi-Skilled.  The social care teams support customers with queries in relation to both adults and children, whilst the multi-skilled teams resolve queries or provide advice on a variety of council services including Highways, Concessionary Travel, Registrar's and Certificate Services amongst many others.

Three team leader opportunities have arisen within the service as below:

1 x permanent team leader - Social Care
1 x permanent team leader - Multi-Skilled
1 x temporary team leader - Multi-Skilled.

*please note, the temporary position is available until 30.06.2019.


In order to be selected for interview you must evidence in your application that you can meet the essential criteria detailed in the person specification and role profile documents attached as well as the key accountabilities set out below. 

  • Manage the day to day running of a team of Customer Service Advisors, providing immediate line management and supervision for officers in all matters relating to performance
  • Provide meaningful feedback to advisors on their performance against targets set
  • Provide coaching when necessary to improve performance of individual team members through remote and side by side assessments
  • Manage and address any lateness or conduct issues that may arise
  • Work to ensure all call monitoring is completed in line with guidance and on time
  • Follow all LCC policies and procedures with regard to managing absence
  • Effectively manage new starters through the probation process
  • Work collaboratively with other Team Leaders to ensure the service area is appropriately staffed
  • Investigate any complaints and provide suitable responses, liaising with and reporting to senior management when required.
  • Regularly review the training needs of staff, undertake performance reviews to monitor and continuously improve performance.
  • Ensure that the advisors are aware of, and are complying with, Data Protection and Information Governance protocols and to act as first point of contact for any related matters/concerns.
  • Prioritise workload to meet timescales/deadlines

For any discussion in relation to these opportunities please contact the relevant operations manager as below:

  • Jackie Ham - Multi-Skilled Operations Manager - 01772 537414
  • Nicola Scholes - Social Care Operations Manager - 01772 538097

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