Job Description

About the role:

We are looking to appoint a highly motivated and enthusiastic Customer Service Team Leader to support staff working across different locations providing a crucial first point of contact for residents, businesses, and visitors to West Suffolk.



Whilst you will lead and performance manage your own team, the role will involve working jointly to deliver a wide range of services within the Customer Service Team and to provide support to advisers, reception and administration staff. The team is responsible for the delivery of services to customers and partner organisations using a range of channels including face to face, phone calls, emails, social media and e-forms.



You will be responsible for ensuring the team delivers excellent customer service and meets service level agreements for a range of council services; you will be responsible for monitoring performance of the team and supporting the council's improvement programme and driving the delivery of the council's Target Operating Model.

Why work for us?

Our benefits include:

Holiday entitlement of 25 days, increasing to 29 days after 5 years (pro rata if part time) plus bank holidays (with an option to buy up to 10 extra days each year subject to approval) Generous pension scheme - contribute between 5.5% and 6.8% (depending on your salary) and the council will contribute 26% Life assurance - a payment of three times your annual salary flexible working options to enable work/life balance agile working - ability to work in the office and from home access to a unique employee benefits package which includes discounts and cashback on supermarkets, high street shops, holidays, mobile phones, electrical goods, savings and loan schemes and many other products and services Salary sacrifice benefits including Cycle to Work scheme, Tusker Leased Car Scheme and SmartTech (buy the latest tech products interest free and repay through your monthly salary) Rail and bus staff discounts A range of Health and Wellbeing initiatives including an employee assistance programme Discounted membership at Abbeycroft Leisure centres A culture of learning inspiring staff to focus on continuous learning Modern office accommodation

For more information:

For an informal discussion and further information please contact Amy Marshall, Customer Experience Manager on 01284 757311. Please note, we are unable to accept CVs, please follow the online application process to apply.

Closing date: Sunday 5 October 2025

Interview date: Thursday 16 October 2025

West Suffolk Council has been rated in the top 10 councils for climate action and as a member of UK100 has demonstrated its commitment to a rapid transition to Net Zero with Clean Air in our communities. The council has declared a climate and biodiversity emergency and is committed to working towards net zero emissions by 2030.