Designated Workplace: 52 Derby Street, Ormskirk, L39 2DF
Designated Workstyle: Fixed Office Based Worker
Salary: £34,434 to £36,363 per annum
Post Type: Full Time
Hours: 36 per week
Tenure: Permanent
Published: Friday 26 June 2026
Closing Date: 23.59 hours BST on Sunday 05 July 2026
Reference: HR-0114-26
Do you…….
Enjoy working in a fast-paced, customer-focused environment?
Have a passion for delivering exceptional customer service?
Thrive on coaching, developing, and motivating teams?
Want a new and exciting challenge?
If your answer is yes, this could be the perfect opportunity for you.
About the Role
We are looking for a dynamic and motivated Team Leader to support the delivery of high-quality customer service within our Contact Centre. You will play a key role in leading a team, ensuring excellent customer experiences, and driving continuous improvement across services.
You will need to be flexible in your approach to working hours to meet the needs of the service, which operates between 8:30am and 5:30pm, Monday to Friday.
Key responsibilities
Coach and develop a team of customer service staff to ensure an excellent customer experience is provided.
Oversee day-to-day contact centre operations
Act as escalation point for complex customer enquiries
Work with council services to improve customer journeys
Use performance data to drive quality and service improvements ensuring that individual and team KPI's are achieved.
Maintain CRM and service system knowledge
Support staff development and performance management
Provide support for Revenues and Benefits enquiries, ensuring accurate advice and effective query resolution
Promote a positive customer-focused culture
Deputise for the Contact Centre Manager
About You
You will be an experienced customer service team leader with:
Excellent communication and interpersonal skills
Strong organisational and problem-solving abilities
Confidence working in a fast-paced, high-demand environment
A proactive approach and commitment to continuous improvement
The ability to motivate and inspire a team to achieve high performance
Working Arrangements
36 hours per week (office based)
Travel between sites may be required
Occasional out-of-hours working may be necessary
Our Values
We are committed to:
Putting customers first
Being adaptable
Taking responsibility
Working together
What We Can Offer You
We value our people and are committed to supporting your development, wellbeing, and work-life balance. In return for your skills and experience, we offer:
A supportive and collaborative working environment
Opportunities for learning, development, and career progression
A strong focus on employee wellbeing, including access to support services
A competitive local government pension scheme
Generous annual leave entitlement (plus bank holidays)
Flexible working opportunities where service needs allow
Access to staff benefits, discounts, and wellbeing initiatives
Additional Information
Interview dates: 16th and 17th July 2026
For an informal discussion about the role, please contact: Diane Leo, Customer Contact Centre Manager - 01695 585208
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Role Profile and Person Specification
Apply
by clicking the button above. If you require further information or your application will not submit then please call 01695 577177 or email
[email protected].
For general employability support please contact the employability team at
[email protected]
The successful applicant will be required to undergo security checks as part of the Baseline Personnel Security Standard for accessing Government records. This will include a Basic DBS check.
Please be advised that a criminal record will not necessarily be a bar to obtaining a position with West Lancashire Borough Council.
Equal Opportunities
An Equal Opportunities Employer -
If you are disabled or your last employer was the armed forces, and you meet all the essential criteria of the post, you will; be guaranteed an interview.
