Job Description

Job description

Customer Services Team Leader

Are you a champion of excellent customer service? If you put customers' first, and support, facilitate and motivate staff to do their best for the people of Sheffield, we have an exciting opportunity for you as a Team Leader in the council's Contact Centre.



The role holder will help facilitate the provision of a timely customer-driven service:


Organise, motivate and lead a team Ensure that team members efficiently manage their workloads and deliver effective customer services to citizens Monitor and be accountable for team performance in line with the service's performance requirements Provide ongoing support and development to all team members Positively contribute to team working across the organisation Proactively seek out and build constructive relationships with a range of partners, stakeholders local service providers, Council teams and external agencies. Promote an open and inclusive service, ensuring equality of access by removing barriers to service delivery and effective communication. Identify areas for improvement by monitoring, evaluating and using feedback on processes, procedures and outcomes

Experience of working as a Team Leader and/or working in a Contact Centre environment are preferable.



Many members of our Contact Centre teams - once trained - are largely home based although working from our Sheffield city centre office is often necessary.



Contact Centre opening hours are currently between 8am and 6pm, Monday to Friday, excluding weekends and bank holidays. The role holder would operate as a Shift Leader on a rota basis (with other Team Leaders) to support team members either side of and during these hours.



This a part-time position of 18.5 hours per week, days and shift hours to be agreed with the successful candidate.



The position is permanent, the council has generous holiday entitlement. The starting salary is 37,035 per year for a full-time post - 18,517.50 for the above 18.5 hours per week.



If appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.



As you will be required as a regular and intrinsic part of your role, to speak to members of the public in English, you must be able to converse at ease with customers and provide advice in accurate spoken English



Although this position is within the Contact Centre, the Team Leader role is a generic one within Customers Services and the role holder could be asked to join other teams in future.



This role is a great way to start or continue your career with Sheffield City Council. Join a diverse, focused, supportive, and friendly team. Work with different council services, support and enable a great team of Advisers, help customers request services, and refer to and get to know colleagues across the council.



To find out more or ask any questions about the role, feel free to email simone.summers@sheffield.gov.uk .



We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.





Under the Disability Confident Scheme, disabled applicants, who meet the essential criteria of this job, are guaranteed an interview.



If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.



Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.



Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our Sheff news page.

Job details

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Job reference
REQ003357
Date posted
16/05/2025
Application closing date
08/06/2025
Location
Sheffield
Salary
Grade 7 37,035 - 40,476 pro rata
Package
Permanent Position
Contractual hours
18.5
Job category/type
Customer Service