Location: The council House, Derby – Primarily Office based
Hours: 37 hours per week
Closing Date: Monday 29th June
Contract Type: Permanent
We are looking for an enthusiastic and motivated Team Leader to join Derby Direct, the council’s customer contact centre, and help shape the delivery of excellent customer services for the residents of Derby.
As a Team Leader, you will provide visible leadership and day-to-day management of our Customer Service Advisors, ensuring customers receive a professional, efficient and responsive service across reception, telephone and digital channels.
You will play a key role in supporting the ongoing development of Derby Direct, driving high levels of customer satisfaction, service performance and first-contact resolution.
This is an exciting opportunity for an experienced customer service professional who is passionate about developing people, improving services and delivering outstanding customer experiences.
Who We Are
Here at Derby City Council, we’re dedicated to delivering nearly 250 first-class services to citizens and businesses in the heart of the Midlands. People are at the centre of all that we do, and we have an outstanding track record of recruiting and developing talented individuals by providing them with varied and fulfilling career opportunities. Find out more about what it’s like to work for us.
What We Offer
You too could be part of something brilliant by becoming a colleague at Derby City Council; in addition to making a difference to the lives of people across the city, you’ll also receive:
- Flexible work/life balance scheme
- Modern office environment
- Continued professional development opportunities & career conversations
- 27 days annual leave (rising to 32 days after 5 years' service), plus bank holidays
- Local Government Pension Scheme
- Team Derby Rewards – retail and leisure discounts
- Tusker Car Benefit Scheme
- Cycle2Work Scheme & free cycle training
- Employee Assistance Programme, Wellbeing Calendar and Support
- Access to our Equality Employee Networks – LGBTQ+, Disabled Employee Network & Carers and our Black, Asian & Minority Ethnic Employee Support Network and Neurodiversity Network
- Support for colleagues who are carers
The Opportunity
In the role of Team Leader , here’s an example of what you’ll be doing to make an impact:
- Lead, motivate and develop a team of Customer Service Officers / Advisors to achieve excellent service standards.
- Manage performance through coaching, quality assurance, performance monitoring and regular feedback.
- Support recruitment, induction, training, welfare, performance management and employee development activities.
- Monitor and improve customer service performance, ensuring compliance with corporate standards and service targets.
- Analyse and present management information and performance data to support service improvements.
- Review and improve processes, systems and working practices to enhance customer experience and operational efficiency.
- Handle complex customer enquiries and complaints, ensuring positive outcomes and learning opportunities for the wider team.
- Support the implementation of new technologies, systems and service improvements.
- Work collaboratively with colleagues across Derby Direct and Council services to deliver joined-up customer-focused solutions.
- Promote a culture of continuous improvement, innovation and excellent customer care.
About You
You will be a confident and supportive leader who enjoys developing people and creating a positive team culture. You will have strong communication skills, excellent customer service knowledge and the ability to manage performance in a busy and fast-paced environment.
You will be passionate about delivering high-quality services and committed to helping Derby City Council achieve its customer service ambitions.
We are looking for someone who is:
- A positive and engaging leader who can motivate and inspire others.
- Customer-focused, with a commitment to delivering excellent service.
- Organised and able to manage competing priorities effectively.
- Analytical and confident using performance data to drive improvements.
- Adaptable and open to change, innovation and continuous improvement.
- A strong communicator who can build effective working relationships at all levels.
- Committed to supporting and developing colleagues to reach their full potential.
Essential Requirements
- Experience of supervising or leading a customer service team.
- Experience of managing performance, quality standards and service delivery targets.
- Experience of coaching, mentoring and developing staff.
- Excellent customer service skills with experience of handling complex customer enquiries.
- Strong communication and interpersonal skills.
- Ability to analyse performance information and identify opportunities for improvement.
- Experience of working with IT systems, AI solutions and digital service channels.
- Ability to work collaboratively across teams and services.
- Commitment to equality, diversity and inclusion.
- Understanding of health and safety responsibilities within the workplace.
Desirable Requirements
- Experience within a contact centre, customer service centre or local government environment.
- Knowledge of customer service performance frameworks and quality assurance processes.
- Experience of implementing service improvements or supporting change initiatives.
- Understanding of local authority services and customer access arrangements.
- Experience of working in an Adult Social Care environment
Our Values
At Derby City Council we are proud of our values of Bold, Strong, Caring and One Team, and we expect all colleagues to demonstrate these in the way they work with residents, partners and each other.
Additional Information
The role is primarily office-based in Derby and may occasionally require attendance at meetings outside normal working hours.
You will also be expected to demonstrate a commitment to Derby City Council’s Equality and Diversity policies and work flexibly to meet the needs of the service.
Next Steps
Be part of a team that is committed to delivering excellent services for the people of Derby.
Join Derby Direct and help us deliver accessible, responsive and customer-focused services that make a real difference to our residents every day.
If you would like to apply for this vacancy via an application form, please submit an application via the Derby City Council website.
The closing date for this vacancy is at midnight on Monday 29th June. Any applications received after the closing date will not be accepted.
Interviews will be held on Wednesday 8th July
For an informal discussion about the role, please contact: [email protected]
If you would prefer to apply for this job using your CV, then please download the attached Declaration Form and send it to [email protected]. Without a completed declaration form, your application will not be accepted. We also encourage you to download the Equalities Form and return this to [email protected], however this is optional and will not affect your application.
Important Information
Links to the full Job Description and Person Specification are below.
All employees will normally be appointed to the minimum of the grade for the job.
Before you complete your application, please read our guidance on filling in your application form.
Remember to align your personal statement to the essential criteria in the Person Specification.
Please be aware that where there are colleagues within the organisation who are 'at risk' of redundancy, requirements to redeploy to another suitable role will apply and take priority.
Equality, Diversity & Inclusion
We are a fair and inclusive employer and welcome applications from people from all backgrounds. We recruit for diversity and value difference. As many of our roles can now be home-based, we are able to offer more opportunities for people who need this facility.
We are proud to be a Disability Confident Leader. If you are a disabled person, you have the choice to apply under our Guaranteed Interview Scheme so long as you demonstrate that you meet the essential requirements for the job.
We feel it is essential that we recruit a talented workforce that is as diverse as the community we work for.
Please let us know of any individual requirements or reasonable adjustments you may have during the application, interview, or onboarding process and we’ll do all we can to help. We strongly believe in social understanding of disability and for us it’s all about removing barriers to equality.
If you have any questions regarding this vacancy or are having difficulty applying, please contact our Recruitment Team on 01332 640844 (Relay UK - 18001 01332 640 844) or at [email protected]. https://www.derby.gov.uk/signing-service/
