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Job Introduction

Do you thrive on supporting others to deliver excellent customer service and making a real difference every day?

Do you enjoy coaching, developing and motivating colleagues to achieve their best and provide the service our customers deserve?

Then read on to learn more about our exciting role on offer!

You will join our vibrant, welcoming and supportive Contact Centre within the Customer Services team who are proud of the high level of service we provide for our customers.

We are a people business - excellent customer insight and experience needs to be at the heart of everything we do. Customers today have high expectations; their experience of using council services should not be second rate. We aim to meet customer needs by giving consistent information, advice and support at their convenience.

Our customer model is built on the following principles:

• A service that offers ease of access and intuitive navigation
• Consistent and high-quality contact management
• A service driven by customer insight and demand analysis
• A service that is delivered through appropriate delivery channels
• A service which has resilience and scale
• A service that is efficiently delivered

Main Responsibilities

As a Customer Service Supervisor, you will support the effective and efficient running of the Contact Centre, ensuring customers receive a consistent, high quality service across a range of council services and contact channels.

You will provide day-to-day operational and people management support to Customer Service Advisors and Assistants, helping them deliver excellent customer service and achieve their full potential.

You will also be responsible for:

• Supervising Customer Service Advisors and Assistants, including daily work activities and performance.
• Conducting We Perform discussions, one-to-one meetings and return to work interviews.
• Providing coaching, mentoring and support to develop colleagues and improve performance.
• Supporting quality monitoring activities and providing constructive feedback to staff.
• Facilitating induction and training for new and existing employees.
• Delivering training on systems, procedures and service processes.
• Supporting advisors with complex customer enquiries, complaints and escalations.
• Maintaining and applying knowledge across a broad range of council services.
• Working closely with service areas and colleagues across the Council to support service delivery.
• Supporting implementation of new services, service changes and continuous improvement activity.
• Producing performance information and supporting service performance management.
• Contributing ideas and suggestions to improve systems, procedures and customer experience.

The Ideal Candidate

You will have a balance excellent customer service with effective people management. You will be confident supporting colleagues, giving constructive feedback, managing performance and helping others develop the skills and knowledge needed to deliver a high-quality service for our customers.

The minimum essential criteria that will be assessed for the purposes of shortlisting will be:

• Have experience of working in a busy Contact Centre or customer service environment.
• Have supervisory experience, or experience supporting, coaching and developing others.
• Have strong communication and interpersonal skills.
• Be able to use sound judgement to resolve issues, support colleagues and manage complex or sensitive situations.
• Have a positive, professional and flexible approach with the ability to adapt to change and contribute to service improvements.

The following criteria will also be assessed as part of the recruitment process,

• Be passionate about delivering excellent customer service and helping others achieve their potential.
• Be confident providing feedback, coaching and support to colleagues.
• Have experience of dealing with members of the public and a strong commitment to customer care.
• Be able to manage competing priorities and work effectively in a busy and demanding environment.
• Have experience of using IT systems, including Microsoft products and CRM systems.
• Have a balance excellent customer service with effective people management.
• Be confident supporting colleagues, giving constructive feedback, managing performance and helping others develop the skills and knowledge needed to deliver a high-quality service for our customers.
• Be self motivated, organised and able to work under your own initiative whilst also working effectively as part of a wider team.

You will be supported to develop in the role through ongoing support and development to help them reach their full potential.

We're happy to talk flexible working.

For an informal chat about this role please contact: Leanne Bott, Customer Service Supervisor at leanne.bott@staffordshire.gov.uk and Charlotte Pinks, Team Leader Customer Services at charlotte.pinks@staffordshire.gov.uk

Interviews to be held in person on Wednesday 19 August 2026.

Our Recruitment Process: We anonymise applications during shortlisting to ensure only relevant information is considered. Please complete your application fully, especially the supporting statement, to highlight what you’ll bring to the role.

Please note: The minimum essential criteria in the ideal candidate section detailed above will be used if you are applying under one of our Interview Guarantee Schemes.

About Staffordshire County Council

We are no ordinary county council:

Our Values:

The core of who we are as an organisation. Just like we all have personal values that shape our thoughts and behaviour, organisational values drive how we think and act collectively.

Our values were created and shaped by colleague feedback and national best practice and they sit at the heart of People Strategy:

We have a real sense of community spirit that brings our people together. This feeling of belonging means we are all connected to what we do and take pride in the difference we make every day for Staffordshire people. We are ambitious and our sights are set firmly on a better future.

We look forward and race ahead - that goes for your career too.

Our benefits:

We recognise that it is our employees that are central to everything we do. We aim to create a supportive working environment where employees can achieve their full potential and achieve a healthy work-life balance.

In addition to your salary, as a member of staff, you will have access to Our rewards and benefits - Careers at Staffordshire

Our recruitment process:

As an Authority we are committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expect all staff and volunteers to share this commitment.

Staffordshire County Council is an equal opportunities organisation and Disability Confident employer. We encourage applications from all background and communities

As part of our commitment as a Disability Confident employer, a Gold Award Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the minimum criteria for the post.