Description internal LI-DNI Please note this vacancy is only available to Birmingham City Council employees. Team Manager Permanent Grade C- £35,412 - £44,075 Consultation grade - subject to formal evaluation under the Pay Equity Review Working 36.5 hours per week Birmingham City Council are looking for an experienced and motivated Team Manager to join our Customer Services division within the Corporate Resources Directorate. This is an exciting opportunity for a confident leader who is passionate about delivering excellent customer care and driving first‑time resolution for citizens across the city. We are particularly interested in candidates who bring previous Team Manager experience and a strong understanding of Housing Repairs, Parking and Cost of Living services, as these areas form a significant part of our frontline contact centre activity. About the Role As a Team Manager, you will play a key role in delivering our One Contact vision, ensuring citizens receive a seamless, consistent and high‑quality service across all channels. You will lead a team of up to 16 Customer Service Advisors and Resolution Champions, providing full line management support and fostering a culture of continuous improvement. You will be responsible for ensuring your team delivers accurate information, resolves queries at the first point of contact wherever possible, and contributes to reducing repeat contact and unnecessary hand‑offs. Key Responsibilities Lead, motivate and support a team of Customer Service Advisors and a Resolution Champion. Deliver daily briefings, updates and coaching to ensure staff have the most current service knowledge. Promote first time resolution, ensuring citizens receive clear, accurate and timely information. Manage performance, attendance, wellbeing, scheduling and development in line with BCC HR procedures. Conduct side‑by‑side coaching, call listening and quality feedback sessions to improve service delivery. Work closely with Service Areas to understand policies, share customer insight and support process improvements. Monitor service levels and provide hands‑on support during periods of high demand, including taking escalated calls. Maintain accurate performance data and ensure operational procedures are up to date. Champion the Council’s Equal Opportunities and Sustainability strategies. About You We are looking for someone who can demonstrate: Essential Experience Substantial experience in a contact centre or customer service environment. Previous experience as a Team Manager. Strong understanding of Housing Repairs, Parking and Cost of Living enquiries. Proven ability to lead, inspire and develop teams. Experience coaching staff to improve service knowledge and quality. Knowledge of performance management, absence management, resource planning and staff development. Understanding of Health & Safety responsibilities, including risk assessments and DSE. Skills & Behaviours Excellent communication skills, able to brief and motivate teams effectively. Strong organisational skills and the ability to work under pressure. Confident and assertive when handling challenging situations. A collaborative approach, building strong relationships across the service. Commitment to delivering high quality, citizen focused services. Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people. We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application. For any informal enquires please contact: Resourcing&64;birmingham.gov.uk Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Birmingham City Council is committed to safeguarding and promoting the welfare of our citizens and expects all staff and volunteers to share this commitment. You can view our Corporate Safeguarding Policy | Birmingham City Council here. Job Description and Person Specification - JDPS- Team manager.pdf