Customer Service Delivery Team Leader - WMF2506i

The Cumbria County Council; Dinnington; Hybrid; GBP 38,000 - 40,000; Full time

Job summary

A local council is seeking a Customer Service Delivery Team Leader to lead and develop a team of customer service advisors. The ideal candidate should possess supervisory experience and strong communication skills, ensuring high-quality service across multiple channels. The role involves performance management, data analysis, and maintaining relationships with stakeholders, contributing to a positive customer experience. A competitive salary and various benefits are offered in this permanent full-time role.

Benefits

Competitive pension scheme

Enhanced annual leave allowance

Discounts on various schemes

Qualifications

• Comprehensive understanding of all council services.
• Experience in managing customer service teams.
• Ability to produce reports and analyze performance data.

Responsibilities

• Lead and motivate customer service advisors.
• Ensure high-quality customer service delivery.
• Manage performance, produce reports, and implement improvements.

Skills

Supervisory experience

Customer service management

Analytical skills

Excellent communication

Problem-solving

Job description

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Job reference REQ00000019362 Date posted 18/12/2025 Application closing date 04/01/2026 Location Kendal and Penrith Salary £38,220 - £39,152 Package Blank Contractual hours 37 Basis Full time Attachments Blank

Customer Service Delivery Team Leader - WMF2506i

Location: WAF Barrow Town Hall, South Lakeland House, Voreda House
some home working (hybrid)
Contract Type: Permanent

About this opportunity

We have an exciting opportunity within our new Customer Service structure for a Customer Service Delivery Team Leader

This post is a key part of the operational delivery for a wide range of services, engaging with internal and external stakeholders to ensure excellent customer service is provided consistently and in line with council values, policies, performance standards and Service Level agreements. The post holder will support the continuous improvement of the customer experience and will work collaboratively with colleagues. Taking responsibility for a theme of enquiries the post holder will be point of contact, leading on training and development, data and improvements, to ensure a consistent approach is adopted.

Who we are looking for…

We are seeking a proactive individual to lead, develop and motivate a customer service advisors, who deal with transactional enquiries, via telephone, digital and face to face channels, to ensure accurate information and advice is provided. You will also promote health, safety and wellbeing within the team.

We are looking for someone with a comprehensive understanding and knowledge of all council services. Supervisory experience will be crucial to ensure effective support is provided Customer service advisor within the management of this role. Making day to day operational decisions and dealing with complex operational issues, this role will build effective relationships across the organisation as well as with third sector partners to deal effectively with complex issues to deliver and maintain high‑quality customer service.

You will be responsible for performance management, producing reports, completing audits, analysing data and presenting the data intelligence to support performance, and the implementation of service improvements while liaising with key stakeholders in the relevant service area.

What can we offer you!

Working at Westmorland and Furness Council you will receive a variety of benefits, including a competitive pension scheme, enhanced annual leave allowance and other various perks and discounts schemes. For more information about life at Westmorland and Furness Council and what we can offer you, please visit our Careers site.

Would you like to find out more?

We are currently operating both in-person and virtual interviews. Interview details such as venue/timings will be shared with successful candidates, following the shortlisting process. If you have any concerns or adjustments are needed, we are happy to discuss this with you.

Safer Recruitment & DBS

At Westmorland and Furness Council we are committed to safeguarding and promoting the safety and welfare of children, young people and adults at risk and we expect all workers, employees and volunteers to share our commitment.

This role requires a Basic DBS check

Equality, Diversity, and Inclusion

Westmorland and Furness Council is committed to improving the diversity of its workforce to better reflect the communities we serve. We welcome applications from everyone and work to promote an inclusive, supportive culture that values and celebrates our differences.

As a Disability Confident Leader, disabled applicants, who meet the essential criteria of this job, are guaranteed an interview.

We also offer guaranteed interviews to Armed Forces personnel and veterans and those in care or care experienced and under 24 years old (someone who has been looked after by a local authority at any point, for any length of time, e.g. foster care, residential care, or under the guardianship of a local authority) that meet the essential criteria for the role.