Job Description

Salary

33,605 to 39,353 per annum

Contractual hours

37

Basis

Full time

Date posted

27/06/2025

Job reference

COLREQ01488

Contract Type:

Permanent

Working Hours:

37 hours per week

Interview date to be confirmed

Are you an experienced leader with a passion for delivering exceptional customer service? Do you thrive in a fast-paced environment and have a track record of motivating teams to achieve high performance? Can you balance day to day operational demands with driving continuous improvement and supporting your team to deliver a first-class service?



If so, this is a fantastic opportunity to take the next step in your leadership journey.



Colchester City Council is seeking a Contact and Support Team Leader to join our Housing team. You will lead a dedicated group of advisors delivering customer focused services across a range of channels, supporting both Colchester Borough Homes (CBH) and Colchester City Council (CCC). This role is pivotal in ensuring that our customers receive timely, accurate and empathetic support, whether they are residents, visitors or local businesses.

Duties of the role

As a Team Leader, you will: Lead and manage a team of Contact and Support Advisors, ensuring excellent service delivery across all customer channels (phone, email, face-to-face, digital). Monitor performance and quality, providing coaching, support and regular feedback to team members. Act as the first point of escalation for complex customer enquiries and complaints, ensuring swift and effective resolution. Work collaboratively with partners, including Colchester Borough Homes, to ensure a seamless customer experience. Analyse performance data and customer feedback to identify areas for improvement and implement solutions. Ensure service delivery aligns with corporate priorities and meets legislative and regulatory requirements. Support the Contact & Support Manager in delivering team objectives, including involvement in recruitment, training, and project work.

Qualifications and skills required

Proven experience in a customer service leadership or supervisory role, ideally within a call centre, contact centre, or local authority environment. A degree, customer service or management qualification - or relevant experience. Strong communication and interpersonal skills, with the ability to motivate and inspire a team. Experience managing performance and implementing service improvements. Good working knowledge of housing services or experience working closely with housing teams is desirable. Ability to remain calm under pressure and manage challenging situations professionally. Strong IT skills, with the ability to use customer service systems and analyse data effectively. Flexible, proactive and committed to continuous service improvement.

What we offer

The Council encourages all employees to maximise their potential. You will be entitled to join an attractive pension scheme and will receive a generous annual leave entitlement, including two extra company holidays during the Christmas period.



Other benefits include: + Flexible working
+ Gym, travel and online retail discounts
+ Excellent training, development and progression opportunities



+ For an informal discussion about this vacancy, please contact Phil Charles, Contact & Support Manager, 07977184169



+ For further information regarding this vacancy, please click here.



+ Colchester City Council has a wide range of services and facilities that can involve dealing with children or vulnerable adults. We treat our obligations for the safety of children and vulnerable adults seriously and expect our staff to be committed to the principles of our published policies and to adhere to the procedures contained within them.