Job Description

About the role

At Cambridgeshire County Council, we're proud to put residents at the heart of everything we do. Our Customer Services team is the first point of contact for thousands of people across the county, providing vital support and guidance on a wide range of services.


We're looking for a

Team Manager

who is passionate about people, thrives in a fast-paced environment, and is ready to lead a high-performing team delivering excellent customer service. This is a fantastic opportunity to make a real difference in your community while developing your leadership career in a supportive and forward-thinking organisation.


Our Customer Services team is a dynamic, multi-channel, contact centre operation that supports over

13 key service areas

, including:

Adult and Children's Social Care Libraries and Highways School Admissions & Education Transport Blue Badges and Concessionary Bus Passes Waste Management Registration of Births, Deaths & Marriages General Enquiries

Our Operational Contact Centre working hours are 8am-6pm Monday to Friday and for four hours on a Saturday on rotation, which can be worked flexibly.


As a team, we also manage two corporate reception sites, oversee council wide system access for services requiring Department for Work and Pensions (DWP) data and from January 2026 will act as the Triage Team for all incoming Feedback pertaining to the Finance and Resources Directorate.


Our team plays a key role in supporting the Council's digital transformation agenda by promoting self-service, improving customer journeys, and implementing new systems and processes.

Security Screening:

Appointment to this role requires National security vetting through the Baseline Personnel Security Standard (BPSS) pre-employment screening, as post holders will have access to government assets. For more information on BPSS, visit the government baseline personnel security standard.

Application Process:

We will shortlist all applications after the closing date. If your application is shortlisted, you will be invited to an assessment session on the 8th of December. Successful candidates from the assessment will be invited to an interview on the 17th of December.

Additional Information:

Please read the attached and Person Specification (JD/PS), our Local Agreement and additional details document for essential information about our team operations.


Whilst this position is advertised as full-time (37 hours a week), we are open to discussing part-time arrangements with suitable candidates. If this is of interest, we encourage you to contact us to explore the possibilities further.


Cambridgeshire County Council is an equal opportunities employer. We welcome applications from all backgrounds and communities, and we are committed to having a team that is made up of diverse skills, experiences and abilities. We actively encourage applications from underrepresented groups, including Black, Asian and Minority Ethnic communities, LGBTQ+ people, disabled people, and people with lived experience of social care.


We fully support providing reasonable adjustments throughout our recruitment process, as well as when you join us, and we encourage candidates to contact the Hiring Manager, whose details can be found below to discuss any adjustments required.


For an informal discussion about the role, please make contact by email with Jo.Green@cambridgeshire.gov.uk and Daniel.Jenkins@cambridgeshire.gov.uk to arrange a call.




What will you be doing?

As a Team Manager, you will play a central role in the day-to-day leadership of a team of

Customer Service Advisors and Assistants

, ensuring a consistent, professional, and empathetic service across all contact channels--telephone, email, online, and face-to-face.


You'll be responsible for:

Leading and motivating your team

, providing regular coaching, support, and performance feedback to ensure a consistent and professional service across all contact channels

Operational Service level Agreements

relating to commissioned services, both in terms of the achievement of stated performance indicators and associated financial arrangements

Monitoring service delivery

, using data and customer feedback to identify areas for improvement and drive performance

Handling complex or escalated enquiries

, ensuring timely and effective resolution with a focus on customer satisfaction

Collaborating with internal and external stakeholders

, contributing to service development and ensuring alignment with wider Council priorities

Championing a positive team culture

, promoting wellbeing, inclusion, and continuous learning

Supporting recruitment, onboarding, and training

, ensuring new team members are well-prepared and confident in their roles

Contributing to strategic planning

, helping shape the future of our customer service delivery

This is a

hybrid role

, with a combination of home working and on-site presence at our main base in

St Ives

. You'll also be expected to travel occasionally to

New Shire Hall in Alconbury

and

Awdry House in Wisbech

, particularly to support our corporate reception functions and attend meetings or training sessions.


About you

We're seeking a confident and compassionate leader who can inspire and support their team to deliver exceptional service. You'll need to be adaptable, resilient, and committed to continuous improvement.


You'll bring:

Proven experience managing teams

, ideally in a customer service or contact centre environment

Excellent communication and interpersonal skills

, with the ability to build trust and motivate others

A strong commitment to customer service excellence

, with a proactive and solution-focused mindset

Good organisational and analytical skills

, with the ability to manage competing priorities and use data to inform decisions

A collaborative approach

, working effectively with colleagues across the organisation

ICT proficiency

, including experience with CRM systems and digital communication tools

Flexibility and resilience

, with the ability to adapt positively to rapidly changing needs, conflicting priorities and support your team through challenges and setbacks.

As a Team Manager within Customer Services, you will play a key role in embedding and championing the organisation's CARE values across the team. These values shape how we work together, how we lead, and how we serve our communities:

Collaborative

- We work best when we work together. You'll foster open communication, shared learning, and mutual respect within your team and across the organisation.

Accountable

- We take ownership of our actions and outcomes. You'll lead by example, encouraging responsibility and integrity in service delivery.

Respectful

- We treat everyone with kindness and professionalism. You'll create an inclusive environment where diverse perspectives are welcomed and valued.

Excellent

- We strive to exceed expectations. You'll support your team to innovate, improve, and deliver high-quality services that make a real difference to our residents.

These values are central to our identity and culture- They shape how we work, how we lead, and how we support each other.


About us

Cambridgeshire is a great place to work and live with a diverse population, an urban centre in Cambridge, historic Isle of Ely, Huntingdon and St Ives as well as more rural landscapes.


Our four values are central to our culture, driving everything we do.


We are proud to serve the diverse communities of Cambridgeshire and want our workforce to be reflective of this diversity, which we firmly believe benefits our colleagues, the organisation and our communities. If you don't meet every single requirement in the job role but think this could be you, please don't be put off. We are committed to building a workplace that is compassionate and inclusive as well as diverse, so if you think you could be a good candidate for this role please consider applying and speak to the recruiting manager if you have any questions.


Our Equality, Diversity and Inclusion Strategy, along with our employee network 'IDEAL' and self-organised peer support groups help us to foster an inclusive, supportive and safe working environment where people feel valued, respected, and empowered. We collect relevant diversity data for monitoring as part of the recruitment process to understand the diversity of our applicants and monitor any trends throughout the recruitment processes so that we can take meaningful action.


We are proud to be a Disability Confident Leader. We fully support providing reasonable adjustments throughout our recruitment process, as well as when you join us, and we encourage candidates to contact the Hiring Manager, whose details can be found in the advert, to discuss any adjustment needs. Through a Guaranteed Interview Scheme, we will offer an interview to all applicants who disclose a disability and meet the essential criteria for a job vacancy. On your application form you can indicate you are disabled. Some examples of reasonable adjustments during the recruitment process could include additional time to complete an assessment or printing a document on pastel coloured paper with larger font size and line spacing. We would value talking about what might be possible to enable you to join us and thrive, so if there is something that would help you to do your best during your journey with us, please get in touch.


Visit our jobs and careers section to find out more about our wide range of learning and development opportunities; apprenticeships; our wellbeing package; staff benefits; our commitment to equality, diversity and Inclusion.


https://www.cambridgeshire.gov.uk/council/jobs-and-careers


Our benefits

We value our colleagues in Cambridgeshire County Council and have developed a number of benefits in addition to the basics like annual leave, sick pay, pension and mileage...

A comprehensive

wellbeing package

to cover

all aspects of wellbeing

, both in and out of work, which can also be accessed by your family Buy up to

4 weeks additional annual leave

(pro-rata) through our salary sacrifice scheme Take your bank holidays

flexibly

to better suit

your personal circumstances

Make

Additional Voluntary Contributions

(Shared AVCs) to your pension with tax and National Insurance savings Access to

development opportunities

, apprenticeships and qualified coaches to support

your personal and professional growth

Paid volunteering hours

each year so you can make a

positive impact on our community

during your normal working day Access to

Peer Support Groups

through our IDEAL staff

equality, diversity and inclusion

network Opportunities to nominate and receive

Employee Recognition Awards

An

Our Cambs Rewards

account, giving you access to in-store and online

discounts

as well as our

Car Lease

and

Cycle to Work

schemes

Take a look at our Employment Benefits Brochure attached to this advert to find out more.