- Suffolk County Council
- Address: Endeavour House, Ipswich, Suffolk IP1 2BX, Onsite working
- Salary: £34,434 per annum (pro rata for part time)
- Hours: 37 hours per week, Flexible working options available
- Contract: Permanent
An exciting opportunity has arisen to join Suffolk County Council’s Customer First team as a Team Leader.
This role will be split evenly between Customer First and the Emergency Duty Service (EDS), with an equal split of working hours spent supporting Customer First during standard office hours and the Emergency Duty Service out of hours, including evenings, overnight and weekends. Any overnight or out‑of‑hours work will be financially compensated.
If you are motivated by meaningful work, thrive in a varied and fast‑paced environment, and want to make a real difference to the lives of children, young people, and adults in Suffolk, we’d love to hear from you.
Your role and responsibilities
Reporting directly to the Customer First Team Manager, you will play a key role in delivering high‑quality, professional frontline services to internal and external customers. You will take the daily operational lead for resource allocation across multiple contact channels and act as an escalation point for Independence and Wellbeing Advisors.
This role offers an excellent opportunity for someone looking to apply their social care knowledge in a leadership position.
Key responsibilities
- Lead and manage the Independence and Wellbeing Advisors, driving performance and improvement.
- Allocate daily tasks and manage contact centre demand across all channels.
- Stay calm in challenging situations and escalate to the Customer First Team Manager when needed.
- Promote collaborative working and demonstrate a strong commitment to social care.
- Plan, organise, and prioritise workloads to meet deadlines.
- Manage resources effectively with awareness of budget constraints.
- Support recruitment, training, and induction across Customer First and the Emergency Duty Service.
- Handle complaints and escalations promptly and professionally.
- Oversee the EDS and Customer First rotas, arranging cover when required.
- Lead team meetings and deliver training.
- Contribute to monthly forecasting with the Intraday Analyst to monitor staffing and call volumes.
- Lead on Business Continuity as required.
You will need
- A genuine passion for social care and a commitment to delivering an exceptional customer experience.
- Strong literacy and numeracy skills, with the ability to communicate clearly and accurately.
- Evidence of continued professional development and a commitment to ongoing learning.
- Confident computer literacy, including use of Explorer/Chrome, Word, Excel and Outlook.
- The ability to problem‑solve effectively, analysing issues logically and systematically.
- A solid understanding of data protection and safeguarding legislation, and how this applies in practice.
- Strong organisational skills, with the ability to clarify tasks, plan ahead and prioritise work to meet deadlines.
- The ability to remain calm under pressure and make sound decisions in challenging or fast‑paced situations.
- Line management experience (desirable but not essential for the right candidate).
You can view a full list of requirements in the Job and Person Profile (Word). If you believe you can succeed in this role, apply. Even if you don’t meet all requirements, still apply. We would appreciate the opportunity to consider your application.
The team
Customer First is a supportive, collaborative and friendly team. We work closely together to maintain high service standards and provide excellent support to Suffolk residents. Our staff come from varied backgrounds and are at different stages in their careers, and we actively encourage and support development opportunities.
As part of your induction, you will work alongside experienced Team Leaders and the Customer First Team Manager to build your confidence and understanding of the role.
Empowering Everyone
We’re big believers in potential, possibility and the power of different ideas. We’re always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report
For more information
Please contact Katie Edwards for a casual conversation. You can contact them by either calling 01473296553 or emailing katie.edwards2@suffolk.gov.uk
Alternatively, please contact Sian Alexandar by calling 01473296550 or emailing sian.alexander@suffolk.gov.uk
How to apply
Step 1 – Read the Job and Person Profile (Word).
Step 2 – Click ‘Apply Now’ to start your online application.
Step 3 – Upload a supporting statement answering the following questions below (no more than 400 words per question). You should use the Supporting Statement template (Word)
- Please describe a time when you successfully supported a team to deliver excellent customer service in a fast‑paced environment. Include how you ensured quality, handled challenges in real time and what the outcome was.
- Provide an example of when you have dealt with a complaint, escalation or challenging customer interaction. What approach did you use and what was the outcome?
- Please share an example where you have needed to prioritise multiple tasks or manage changing demands throughout the day. How did you plan, organise and ensure deadlines were met?
- Please give an example of when you have managed or overseen the performance of others. Explain how you monitored performance, gave feedback and supported improvement.
Please note: Without a supporting statement, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.
For guidance on completing your application, please see our How to Apply page.
We value authentic applications that showcase your genuine skills and experiences, so we encourage you to present your own work and ideas throughout the process. You can also read our Using AI in Your Application and Interview guidance to understand acceptable and unacceptable use of AI. If AI is used inappropriately, your application may not be progressed.
Do you need any reasonable adjustments to help you to apply? If you are disabled and/or have additional support needs, you can request reasonable adjustments. You can do this by contacting our Recruitment Team at recruitment@suffolk.gov.uk or 03456 014412. You can find examples of possible adjustments on our Reasonable Adjustment pages. If you’re invited to the next stage, you’ll have another chance to request adjustments.
Closing date: 11.30 pm, 29 March 2026.
Promoted as SPJ (Standard Plus Job) on Suffolk Jobs Direct.
This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Hybrid
As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We’re driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities.
In return, you’ll enjoy:
- up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
- membership of a competitive Local Government Pension Scheme (LGPS)
- travel, lifestyle, health and wellbeing benefits
- performance-related annual pay progression, in addition to an annual cost-of-living pay increase
- training and encouragement to expand your knowledge
- a variety of career development opportunities across our organisation
- diverse and active staff networks
- flexible working options, with the right to request flexible working from your first day
Plus lots more!
If you want to know more about our benefits, values and equality commitments please visit our Suffolk County Council careers website (careers.Suffolk.gov.uk).
