Customer Access Team Leader Ref: 15-25

Job Advert

Salary: Grade 8, (£30,873-£36,841) per annum
Hours: Full time, 37 hours per week
Place of Work: Dereham
Basis: Permanent and fixed term (12 months)

Would you like a job where what you do:

Make a real difference in the quality of customer-focused services delivered across all access channels at Breckland Council?
Contribute to improving and enhancing customer service experiences across the organisation?
Drive continuous improvement, support transformation, and lead positive change within customer services?

We are looking for a resilient and proactive Team Leader to join our Customer Access Team at Breckland Council. This is an exciting opportunity to lead and inspire a team of Customer Access Officers, ensuring we deliver high-quality, customer-focused services across all access channels. The successful candidate will be a strong communicator, confident in engaging with key stakeholders, elected Members, and Senior Management. You will work collaboratively with internal services and play an active role in cross-cutting project work that supports innovation, service transformation, and continuous improvement. A solution-focused mindset and the ability to drive forward change will be essential.

You will:

Provide day-to-day leadership and direction to the Customer Access Officers, supporting their performance, development, and wellbeing.
Ensure consistent delivery of high standards in customer service across all contact channels.
Foster a collaborative culture within the team and across service areas to resolve customer issues effectively and efficiently.
Build and maintain strong working relationships with internal departments, partners, and stakeholders to help shape and improve service delivery.
Use data and customer insight to identify trends, risks, and opportunities for service improvement and proactively develop innovative, solution-based approaches.
Lead and contribute to service-wide and corporate projects, ensuring the voice of the customer is embedded in decision-making and outcomes.
Support the delivery of strategic priorities within Customer Services, including digital transformation, channel shift, and customer access improvements.

About you:

Collaborative

I encourage individuals and teams to work, learn and deliver together.
I make sure people feel trusted, valued, informed and supported.

Ambitious

I act as a role model, leading by example: motivating, influencing and inspiring others.
I am motivational and drive positivity.

Results-driven

I recognise good performance and take the time to thank, praise and celebrate achievements.
My team are clear on what they need to achieve.
I look for opportunities to develop people and nurture future talent.

Empowering

I make sure individuals have control and a sense of purpose about their work. Work should make people feel good.
I empower everyone to work in the most effective way, trusting in their ability to deliver, and encourage individuals to have the confidence to challenge in a safe space.

Supportive

I help create an environment where individuals feel comfortable to be themselves and where they feel heard, included and valued.
I promote and regularly check on individual's mental health and wellbeing.
When individuals are finding things hard, I give them chance to talk and give them the help and support they need.

OK, I'm interested...but is it really the job for me?

As a Customer Access Team Leader, you will:

Lead and motivate a customer-facing team in a fast-paced environment.
Need excellent interpersonal and communication skills, with the ability to influence and build relationships at all levels.
Demonstrable resilience, with the ability to manage competing priorities and support your team through change.
Use your strong problem-solving skills and need a solution-based mindset.
Have a passion for customer service and continuous improvement.
Need experience of contributing to or leading project work, ideally within a public service setting.
Have a collaborative approach with a track record of working effectively across services.
Knowledge of local government services is desirable but not essential.

Closing date: 9am Monday 16^th June