JOB TITLE Customer Service Team Leader
POST NUMBER 004656
WEEKLY WORKING HOURS 22.5
SALARY RANGE £34,811 to £38,329 - pro rata for hours worked
TYPE OF CONTRACT Permanent
LOCATION Stevenage
ABOUT THE ROLE
Are you passionate about delivering excellent customer service and helping teams thrive? We have an exciting opportunity for a highly motivated Team Leader to join our Customer Service Management Team.
As a Team Leader, you will support customers to access Council services and help your team deliver excellent service and first-contact resolution. You'll also play a key role in the day-to-day management of the service, driving performance, developing people, and supporting continuous improvement.
ABOUT YOU
• Experience of leading, coaching and developing teams, including performance management and one-to-ones.
• Able to create a positive, inclusive and collaborative team culture.
• Passionate about delivering an excellent customer experience.
• Driven to identify and implement service improvements.
• Customer-focused, putting residents at the heart of everything you do.
• Strong communication and relationship-building skills.
• Flexible, proactive and able to adapt to changing priorities.
OUR BENEFITS
• Pension Scheme: We offer a career average pension scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
• Flexible working: available upon request, subject to operational requirements.
• Part time and Job share opportunities - all our full-time vacancies are open to job share unless otherwise stated.
• A variety of different types of paid and unpaid leave covering emergency and planned leave, maternity, paternity, adoption and parental leave.
• 25 days holiday rising to 31 days (depending on Local Government service)
• An extensive range of learning and development opportunities
• Employee Assistance Programme – 24/7 Confidential advice and support on personal, work, family and relationship issues
• Season ticket loans and discounts for public transport
• Cycle to Work scheme
• Stevenage Credit Union: secure savings, free life insurance and access to cheap loans.
• Employee Discounts: via monthly paid membership of the Civil Service Sports Council (CSSC)
• Discounted Health and Fitness membership
• Trade Unions: For a small fee, all employees have the opportunity to join a Trade Union.
HOW TO APPLY
All applications must be made on online
For an informal discussion about this role please contact
Name Donna Smith
Job Title Head of Customer Services
Phone Number 01438 242242
Email donna.smith@stevenage.gov.uk
Closing date for receipt of applications: 22 November 2026
Interviews will be held: 2 December and 7 December 2026
Please note that if we receive a large volume of applications for this role, we reserve the right to close this vacancy ahead of the published closing date
Stevenage Borough Council (SBC) is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff, volunteers and recruitment candidates to share this commitment. SBC shall take all reasonable steps to employ staff who are safe to work with children, young people and vulnerable adults. For posts identified with regular contact with these groups applicants will be required to undertake a Value Based Interview. The council supports the legislative requirements for employing and maintaining safer staff and the guidance specified by Hertfordshire Safeguarding Adults Board
We are changing.
Stevenage Borough Council is undergoing Local Government Reorganisation (LGR). If you are employed by Stevenage Borough Council on 1 April 2029, it is expected that the majority of 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 and gives us a real opportunity to build something better.
To find out more, visit Local Government Reorganisation | Shaping Hertfordshire's Future
Stevenage Borough Council is committed to Equal Opportunities for All
