Customer Service Assistant Team Leader

About the role

Our local authority client in Southampton is seeking an experienced Customer Service Assistant Team Leader to oversee a small team of Customer Service Officers. The role involves handling enquiries across phone, face‑to‑face and digital channels, ensuring swift resolution and a positive first impression of the council.

Key responsibilities

• Lead and manage a team of Customer Service Officers, ensuring consistent, professional service.
• Handle a range of customer enquiries and service requests via telephone, face‑to‑face and digital channels.
• Maintain a customer‑focused approach, aiming for first‑contact resolution.
• Monitor team performance using real‑time analysis, manage escalations and report significant issues.
• Provide coaching, mentoring and on‑the‑job training to develop team capabilities.
• Gather and act on customer feedback to continuously improve service quality.

Required profile

• GCSE (Grade C or higher) in English, IT, Maths or a recognised business qualification (e.g., NVQ Level 3) or equivalent experience.
• Proven experience in a busy customer service environment.
• Previous experience leading and managing a team in a fast‑paced setting.
• Strong customer focus with excellent listening and problem‑solving abilities.
• Flexibility and sensitivity to diverse customer needs.
• Experience delivering effective training and coaching.
• Ability to build relationships across teams and organisations.
• Self‑initiative and ownership of team performance.

Required skills