Hertfordshire County Council
Customer Service Team Leader
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Customer Service Team Leader
Job Title: Customer Service Team Leader
Starting Salary: £31,537 opportunity to progress to £34,434 per annum
Hours: 37
Location: Welwyn Garden City - Mundells (office based – hybrid once training completed)
Contract Type: Permanent
Directorate: Resources
About the Team
Herts FullStop is the UK’s fastest growing education supplier. With everything from stationary to furniture. We proudly serve a wide range of customers across the education and public sectors, including schools, nurseries, local authorities, and other community-focused organisations.
We are committed to supporting those who make a difference in the lives of children and families across Hertfordshire and beyond.
Our vision is to deliver exceptional customer service that reflects the values of Herts FullStop—reliable, responsive, and community-driven. Our goal is to ensure every customer interaction is positive, efficient, and solution-focused, helping our clients get the resources they need with ease and confidence.
As a Customer Services Manager, this role is central to the team’s success. It involves leading by example, supporting team development, resolving escalated queries, and ensuring service standards are consistently met.
About the Role
- Conduct regular 1:1s, impart information, identify operational issues and share knowledge with the team
- Build individual plans based on training needs identified through 1:1s and call observations to ensure that members of the team have the necessary skills to perform their duties to the high standards required.
- Coordinate the professional support to the Herts FullStop customer base, and Customer Account Managers with the goal of driving excellence in customer satisfaction and promoting the organisation.
- Plan resources to ensure that there is sufficient provision in place to provide a high standard of service to both internal and external customers.
- Recognise and reward good performance within the team and continually motivate and build team morale.
- Analyse telephony reporting and key performance indicators to identify service trends and take proactive steps to address and maximise service delivery on calls.
- Manage the provision of a full range of administrative duties, dealing with all customer issues arising via the telephone or the web-platform.
- Manage general matters and more complex correspondence, including managing issues raised in the supply chain and proactive corporate initiatives
- Oversee phone-based customer enquiries and provide the required information to internal and external customers to support business goals.
- Build processes and cross-functional working practice that improves single contact resolution capability and performance in the team. Enabling the team to deliver a 'One Call Solution' approach where the end user is at the forefront of what we do and inspires confidence to our customers.
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About You
Essential:
- Previous experience from within a fast-paced customer service team
- Team Leadership: The ability to inspire, motivate, and guide team members, leading by example to foster a positive team culture
- Coaching & Mentoring: Providing real-time support, performance feedback, and development opportunities to help employees grow
- Data Analysis: The ability to track and interpret Key Performance Indicators (KPIs) and customer feedback metrics (e.g., NPS, CSAT) to identify trends and inform data-driven decisions for process improvements
Desirable:
- Time Management & Organisation: The ability to prioritise tasks, manage workloads efficiently, delegate effectively, and meet deadlines in a fast-paced environment
- Experience with Multi-Channel Support: Familiarity with managing customer interactions across various platforms like live chat, phone, and email
- Proactive Mindset: Anticipating customer needs and potential issues before they escalate, and suggesting improvements to processes or services
As a Team Leader, you will have greater ability to shape how your team operates and influence outcomes.
You will work across multiple teams and services as well as with our external partners. This will build your professional network and give you exposure that will help you learn different parts of the business.
We encourage career development and support you in your future career goals.
We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship for this role at this time.
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This job role is Level 8. Please locate the job profile here: Job profiles - Corporate services.
To hear more about this opportunity, please contact Lucy.Mckelvie@hertsfullstop.co.uk for an informal discussion about the role.
Interview Date: To be confirmed
Benefits of Working for Us
(Details not provided in this section)
How to Apply
As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications.
We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert / job profile to allow the panel to fully recognise your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences.
Additional Information
Hertfordshire County Council is undergoing Local Government Reorganisation (LGR).
If you are employed by Hertfordshire County on 1 April 2028, it is expected that most roles will transfer to the newly-created unitary councils on existing terms and conditions under TUPE (Transfer of Undertakings – Protection of Employment) principles.
LGR is one of the biggest changes we will face in a generation. It will reshape how we work and how services are organised—this provides a real opportunity to build something better. To find out more, visit https://www.hertfordshire-lgr.co.uk/
Disability Confident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.
English Fluency
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post. (For those whose language is a signed language, the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required.) Further information about the legal requirement can be found here.
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