Job Description

36,363 - 39,862 per year. Take on a key leadership position at Swansea Council, managing and inspiring customer contact teams to deliver exceptional service across digital and telephone channels. You'll oversee daily operations, drive performance, and foster a collaborative, innovative culture focused on continuous improvement, with responsibility for teams supporting Environmental Health, Housing Repairs, Blue Badge, and Switchboard services.

Post title:

Customer Contact Team Leader

Post number:

CS.62237-V1

Salary:

36,363 - 39,862 per year

Job description:

Customer Contact Team Leader (CS.62237-V1) Job description

(

PDF,

280 KB

)

Directorate/department:

Corporate Services

Apply online now for post CS.62237-V1

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Closing date:

11.45pm, 18 December 2025

Further information

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Are you passionate about leading teams, enhancing customer experience, and making a positive impact for citizens? As our Customer Contact Team Leader in Digital & Customer Services, you'll be responsible for the smooth running of daily operations across all digital and telephone customer access channels, ensuring high standards of care, first-contact resolution, and efficient queue and call handling--while motivating your team to excel in a supportive, blame-free environment. Working with Senior Agents, you will oversee teams that support key Council services, including Environmental Health, Housing Repairs, Blue Badge, and Switchboard, ensuring these vital services are delivered efficiently and with a focus on customer satisfaction. Reporting to the Customer Contact Team Manager, you'll organise rotas, balance resources to meet demand, produce insightful performance reports, and drive service improvements in partnership with back-office teams and Digital/IT.

What you'll do

Lead by example--proactively handling and resolving a wide range of customer queries across digital and telephone channels. Manage day-to-day operations: queue management, serve/wait times, and multi-channel coverage, aligning staffing to demand. Oversee and support teams delivering Environmental Health, Housing Repairs, Blue Badge, and Switchboard services, ensuring effective and responsive customer contact. Monitor and improve performance using call-centre systems (CRM, call handling, queue management), producing daily/weekly/monthly MI to spot trends and opportunities. Build strong relationships with service areas to keep information accurate, promote self-service, and maximise first-point resolution. Coach and develop your team--briefings, monthly performance discussions, training needs analysis, and annual appraisals. Support software implementation with Digital Services/IT and suppliers; champion best-practice communications and performance management. Ensure financial and regulatory procedures are followed at all times. Help us continually improve processes for the benefit of customers and the Council, deputising for the Customer Contact Team Manager when needed.

What you'll bring

Strong IT capability and hands-on experience with call handling and queue management systems. Experience leading multi-discipline teams in Local Government and delivering change that improves outcomes. Exceptional customer service, communication and presentation skills; confident leadership and performance management across multiple teams and priorities. Resilience and positivity in times of change; smart resource deployment across channels; excellent written skills and time management.

Why join Swansea Council

Our values--

People Focus, Working Together, and Innovation

--guide how we serve our communities and support our teams. You'll help deliver our well-being objectives: safeguarding people, improving education and skills, transforming economy and infrastructure, tackling poverty, and future council development.

Working pattern & language

This is a

full-time role

, supporting services opening hours from 08:00 until 17:00 Monday to Friday). Welsh language skills are desirable, and we'll support you to provide an equally high-quality service in Welsh and English.

Our commitment

We are an equal opportunities employer. All activities are undertaken in line with the Equality Act 2010 and Swansea Council's policies and procedures.

Ready to lead and inspire?

Apply now and help us deliver a customer experience that reflects the best of Swansea Council--people-centred, collaborative, and innovative.

Safeguarding

Within Swansea Council there is a "Safeguarding is Everybody's Business" principle, and this applies to all Swansea Council employees, elected members, volunteers and contractors. Further details can be found at https://www.swansea.gov.uk/corporatesafeguarding

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