Customer Access Team Leader Ref: 15-25

Job Description

Job summary

Grade:	8
Responsible To:	Customer Access Senior Lead
Responsible For:	Customer Access Officers
Job Purpose:	To lead and support the Customer Access Team in delivering high-quality, customer-focused services by providing day-to-day leadership, fostering collaboration, and driving continuous service improvement through data insights, stakeholder engagement, and strategic project involvement—ensuring the customer experience is central to all service delivery and transformation initiatives.
Location of Job:	Elizabeth House, Dereham
Directorate/ Service Area:	People & Technology/Customer Access

Description of duties

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.
Represent the Customer Services Team at meetings with SMT, Members, and other key stakeholders.
Lead and contribute to service-wide and corporate projects, ensuring the voice of the customer is embedded in decision-making and outcomes.
Monitor KPIs and customer feedback and take appropriate actions to address service challenges and drive performance.
Support the delivery of strategic priorities within Customer Services, including digital transformation, channel shift, and customer access improvements.
Ensure compliance to all policies, procedures, standard operating practices, with recommendations for action and continuous improvement.

Primary Line/Performance Management Objectives of the Role

To support and guide the Customer Access Team.

Primary Leadership Objectives of the Role

Provide day-to-day leadership and direction to the Customer Access Officers, supporting their performance, development, and wellbeing.

This job description is not exhaustive.

The job description outlines the current position and will be subject to review in the light of development within the service, in consultation with the post holder as detailed in your Contract of Employment.