At Calderdale Council, exceptional customer service is at the core of everything we do. As a Customer First Team Leader, you’ll play a key role in shaping the way we deliver services in a rapidly changing environment where customer needs are evolving.
Open Day - 21st January 2025 - 10.00 - 14.00
Visit Customer First at 19 Horton Street, Halifax, HX1 1QE, to learn more about the role.
Why join us?
This is more than a leadership role—it’s a chance to make a real difference. You’ll lead a dynamic team of Customer First Advisors, managing their day-to-day operations while coaching and developing them to consistently deliver outstanding service. Your ability to inspire, support, and motivate will ensure our customers receive efficient, high-quality care—whether face-to-face, over the phone, or online.
What you’ll do.
• Lead and manage a team of advisors working across multiple locations, including remote settings.
• Provide coaching, training, and development opportunities to ensure a consistently high level of customer care.
• Tackle complex customer enquiries creatively and efficiently, becoming the go-to problem solver for challenging issues.
• Collaborate with Operational Leads, partners, and other teams to improve service delivery, challenge outdated processes, and champion innovative ideas.
What we’re looking for.
We need a strong leader with a passion for customer service and the resilience to thrive in a fast-paced, demanding environment. Organisation and professionalism are essential, along with the ability to remain calm and focused under pressure.
You’ll also bring.
• Strong IT skills and the ability to learn and navigate various systems quickly.
• Confidence working with complex legislation and numerical reasoning.
• A flexible, self-motivated approach to your work and a commitment to collaborative innovation.
• Excellent customer-relationship management skills and a desire to constantly improve service delivery.
• The leadership skills to inspire and guide your team, fostering a culture of excellence and continuous improvement.
The difference you’ll make.
Every day, you’ll empower your team to tackle a wide range of enquiries from our diverse community, helping us provide exceptional service across many Council functions. Your efforts will shape the way we adapt to growing customer demands and ensure we remain a Council that puts people first.
Ready to lead the way?
If you’re up for the challenge and excited by the opportunity to drive positive change, we’d love to hear from you. Download the Role Profile (under 'Attachments') to see the full range of responsibilities and essential criteria for the role. Remember to address each essential criteria in your application to ensure consideration for an interview.
We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expect all staff to share this commitment. Applicants to posts that are exempt from the Rehabilitation of Offenders Act will require a DBS (formerly CRB) from the Disclosure and Barring Service before the appointment is confirmed.
Closing Date: 26th January 2025.
Interview: 5th February 2025.
We may utilise digital interview methods.
As part of our Vision we aim to be a talented, resilient and inclusive community. We welcome applications from all and offer a variety of flexible working / job share opportunities.
On 30 January 2019, the Council declared a climate emergency in a bold move to step up its action to tackle climate change.
Calderdale Council embraces the positive benefits of a diverse workforce and we are committed to providing an environment that is inclusive. We encourage applications from people who share our commitment to challenge inequality and promote diversity across Calderdale. We particularly welcome applications from communities that are currently under-represented in our organisation. All applications are anonymised before being seen by the selection panel.
For support on your application please read our Application Booklet or visit our Employment Hub.
We reserve the right to close vacancies prior to the advertised closing date, an early submission is advised.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .