Overview
Team Manager – Customer Services – PE27 5JL
Our Benefits
We value our colleagues in Cambridgeshire County Council and have developed a number of benefits in addition to the basics like annual leave, sick pay, pension and mileage…
- A comprehensive wellbeing package to cover all aspects of wellbeing, both in and out of work, which can also be accessed by your family
- Buy up to 4 weeks additional annual leave (pro-rata) through our salary sacrifice scheme
- Take your bank holidays flexibly to better suit your personal circumstances
- Make Additional Voluntary Contributions (Shared AVCs) to your pension with tax and National Insurance savings
- Access to development opportunities, apprenticeships and qualified coaches to support your personal and professional growth
- Paid volunteering hours each year so you can make a positive impact on our community during your normal working day
- Access to Peer Support Groups through our IDEAL staff equality, diversity and inclusion network
- Opportunities to nominate and receive Employee Recognition Awards
- An Our Cambs Rewards account, giving you access to in-store and online discounts as well as our Car Lease and Cycle to Work schemes
Take a look at our Employment Benefits Brochure attached to this advert to find out more.
About the role
At Cambridgeshire County Council, we’re proud to put residents at the heart of everything we do. Our Customer Services team is the first point of contact for thousands of people across the county, providing vital support and guidance on a wide range of services.
We’re looking for a Team Manager who is passionate about people, thrives in a fast-paced environment, and is ready to lead a high-performing team delivering excellent customer service. This is a fantastic opportunity to make a real difference in your community while developing your leadership career in a supportive and forward-thinking organisation.
Our Customer Services team is a dynamic, multi-channel, contact centre operation that supports over 13 key service areas, including:
- Adult and Children’s Social Care
- Libraries and Highways
- School Admissions & Education Transport
- Blue Badges and Concessionary Bus Passes
- Waste Management
- Registration of Births, Deaths & Marriages
- General Enquiries
Our Operational Contact Centre working hours are 8am-6pm Monday to Friday and for four hours on a Saturday on rotation, which can be worked flexibly.
As a team, we also manage two corporate reception sites, oversee council wide system access for services requiring Department for Work and Pensions (DWP) data and from January 2026 will act as the Triage Team for all incoming Feedback pertaining to the Finance and Resources Directorate.
Our team plays a key role in supporting the Council’s digital transformation agenda by promoting self-service, improving customer journeys, and implementing new systems and processes.
Security Screening:
Appointment to this role requires National security vetting through the Baseline Personnel Security Standard (BPSS) pre-employment screening, as post holders will have access to government assets. For more information on BPSS, visit the government baseline personnel security standard.
Application Process:
We will shortlist all applications after the closing date. If your application is shortlisted, you will be invited to an assessment session on the 8th of December. Successful candidates from the assessment will be invited to an interview on the 17th of December.
Additional Information:
Please read the attached Job Description and Person Specification (JD/PS), our Local Agreement and additional details document for essential information about our team operations.
Whilst this position is advertised as full-time (37 hours a week), we are open to discussing part-time arrangements with suitable candidates. If this is of interest, we encourage you to contact us to explore the possibilities further.
Cambridgeshire County Council is an equal opportunities employer. We welcome applications from all backgrounds and communities, and we are committed to having a team that is made up of diverse skills, experiences and abilities. We actively encourage applications from underrepresented groups, including Black, Asian and Minority Ethnic communities, LGBTQ+ people, disabled people, and people with lived experience of social care.
We fully support providing reasonable adjustments throughout our recruitment process, as well as when you join us, and we encourage candidates to contact the Hiring Manager, whose details can be found below to discuss any adjustments required.
For an informal discussion about the role, please make contact by email with Jo.Green@cambridgeshire.gov.uk and Daniel.Jenkins@cambridgeshire.gov.uk to arrange a call.
About you
We’re seeking a confident and compassionate leader who can inspire and support their team to deliver exceptional service. You’ll need to be adaptable, resilient, and committed to continuous improvement.
You’ll bring:
- Proven experience managing teams, ideally in a customer service or contact centre environment
- Excellent communication and interpersonal skills, with the ability to build trust and motivate others
- A strong commitment to customer service excellence, with a proactive and solution-focused mindset
- Good organisational and analytical skills, with the ability to manage competing priorities and use data to inform decisions
- A collaborative approach, working effectively with colleagues across the organisation
- ICT proficiency, including experience with CRM systems and digital communication tools
- Flexibility and resilience, with the ability to adapt positively to rapidly changing needs, conflicting priorities and support your team through challenges and setbacks.
As a Team Manager within Customer Services, you will play a key role in embedding and championing the organisation’s CARE values across the team. These values shape how we work together, how we lead, and how we serve our communities:
- Collaborative – We work best when we work together. You’ll foster open communication, shared learning, and mutual respect within your team and across the organisation.
- Accountable – We take ownership of our actions and outcomes. You’ll lead by example, encouraging responsibility and integrity in service delivery.
- Respectful – We treat everyone with kindness and professionalism. You’ll create an inclusive environment where diverse perspectives are welcomed and valued.
- Excellent – We strive to exceed expectations. You’ll support your team to innovate, improve, and deliver high-quality services that make a real difference to our residents.
These values are central to our identity and culture- They shape how we work, how we lead, and how we support each other.
About us
Cambridgeshire is a great place to work and live with a diverse population, an urban centre in Cambridge, historic Isle of Ely, Huntingdon and St Ives as well as more rural landscapes.
We are proud to serve the diverse communities of Cambridgeshire and want our workforce to be reflective of this diversity, which we believe benefits our employees, the organisation and our communities.
Visit our jobs and careers section to find out more about our wide range of learning and development opportunities; apprenticeships; our wellbeing package; staff benefits; our commitment to equality, diversity and Inclusion.
http://www.cambridgeshire.gov.uk/council/jobs-and-careers
