Customer Service Team Leader

About The Role

Customer Service Team Leader

Permanent, Full Time

£37,156 to £38,271 per annum

Location: Chelmsford

Working Style: Anywhere worker

Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK and is undergoing significant transformational change to further enhance customer experience, increase channel shift, and improve access to services.

The Digital Engagement Team Leader provides leadership in digital marketing, customer engagement, data-led targeting and creative campaign delivery. The role requires a sound working knowledge of Customer Services, understanding of digital engagement techniques, service analytics and customer behaviour to drive high-quality marketing activity that increases participation, revenue generation and self-service adoption.

Demonstrating leadership that recognises the impact on others, with a style that motivates and inspires the team to deliver high-volume digital engagement, ensuring high standards of operational performance, creativity and customer experience. They will work to achieve operational KPI’s that have a positive impact on the business, partners and our customers.

Highly skilled in operational planning and control, the Team Leader will proactively manage people and resources to effectively respond to seasonal workload demands across the whole service, individual and team performance, productivity and quality. Developing people to achieve high service standards and promote career progression. A champion of innovation and change using data and insight to make informed decisions, the Team Leader will set the direction through challenging but achievable goals, that support the success of the Customer Services vision.

Skills, Knowledge And Experience

• Possesses an RQF Level 3 qualification or equivalent by experience.
• Evidence of continuing professional development with good knowledge in relevant professional area.

Demonstrable experience of managing frontline teams within a multi-channel customer service environment, including planning and control, resource allocation, problem solving and resolving complex customer issues.

Proven track record in managing and leading teams and inspiring performance in an operational environment, to achieve service standards.

Future and improvement focused approach, embracing and advocating change with the ability to lead and deliver new ways of working.

Understanding of working within a local authority or other complex organisation.

Proficient experience of ICT systems including Email, Microsoft applications, and Telephony/ACD solutions. Knowledge of Data Protection (GDPR) and Freedom of Information legislation.

Ability to analyse and interpret information to identify trends and shape coaching and development activity based on analysis.

Why Essex?

As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we’re committed to transformational change and delivering better quality at lower cost. Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in Everyone's Essex. With flexible working options and a focus on innovation, whether you are looking to develop your career or contribute to the local community, Essex is the ideal place for you.

In February 2025, Greater Essex was accepted onto the Government’s devolution priority programme, which will see local authorities in Essex work towards establishing a Mayoral Combined County Authority by May 2026. You can read more about devolution and local government reorganisation (LGR)) on our careers site

Essex County Council is proud to be a Disability Confident Leader. We’re committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process. We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

Once you’ve secured your role within Essex County Council you will receive many great employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs.

At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the Nolan principles, including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.

Please note that the job role requires you to be mobile throughout an operational area. Therefore, the post holder will need to have a driving licence and access to a vehicle,

or the ability to meet the mobility requirements of the role through other means.

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to https://www.gov.uk/dbs-update-service

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

If you would like to be kept up to date on other relevant opportunities, blogs, news, events and industry related news at Essex County Council, please join The Essex Talent Community

If you have queries on this role or require anything further, please email Sandra.middleton@essex.gov.uk

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