Terms and Conditions: Permanent, 37 hours per week
Department: Chief Executives
Closing date: 23rd August 2026
Interview date: Week commencing 24th August
About Us
At Blackburn with Darwen Council, we are dedicated to delivering exceptional public services to our diverse community. Our Customer Services team is the heartbeat of the council, acting as the first point of contact for our residents, businesses, and visitors.
The Role
As a Customer Services Team Leader, you will lead, motivate, and develop a frontline team of Customer Service Advisors. You will ensure the delivery of a high-quality, efficient, and empathetic service across multiple channels—including telephony, email, chat, and face-to-face enquiries.
This isn't just about managing stats; it’s about fostering a culture of continuous improvement, supporting your team’s well-being, and ensuring our residents receive the clarity and support they deserve.
Key Responsibilities
- Leadership & Development: Line manage, coach, and support a team of advisors, conducting regular 1-to-1s, performance reviews, and training sessions.
- Service Delivery: Oversee daily operations to ensure service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.
- Escalation Management: Act as a point of escalation for complex resident enquiries or complaints, resolving issues with diplomacy and fairness.
- Continuous Improvement: Use data and resident feedback to identify trends, streamline processes, and contribute to the council's digital transformation goals.
- Resource Planning: Manage staff rotas and resource allocation to maintain consistent service coverage across all channels.
About You
To thrive in this role, you should bring a blend of strong people-management skills and a passion for public service. We are looking for someone who has:
- Proven Leadership: Experience managing or supervising a team within a fast-paced customer service environment (public sector, housing, or contact centre experience is a distinct advantage).
- Excellent Communication: The ability to communicate clearly, empathetically, and assertively with both the public and internal stakeholders.
- Problem-Solving Skills: Resilience and adaptability when handling challenging situations or managing conflicting priorities.
- Tech-Savvy Mindset: Confidence using customer relationship management (CRM) systems, telephony software, and Microsoft Office.
- Commitment to Equality: A deep understanding of and commitment to delivering inclusive services that meet the needs of a diverse community.
What We Offer
In return for your dedication, we offer a supportive working environment and a competitive benefits package, including:
- Generous Local Government Pension Scheme (LGPS)
- 26 days annual leave, plus bank holidays, rising to 31 days after 5 years’ service
- Flexible and hybrid working arrangements to support work-life balance.
- Clear pathways for professional development and training.
- Employee assistance programmes and wellbeing support.
How to Apply
If you are a motivated leader looking to make a real difference in the local community, we would love to hear from you.
Please click '' to submit your application, outlining how your experience meets the requirements of the person specification.
For further information please contact Verity Sharples, Customer Service Team Manager, for an informal chat at [email protected]
