Customer Services Team Leader

Job Advert

About Falkirk Council

At Falkirk Council, we're committed to delivering services that are Responsive, Innovative, Trusted and Ambitious — making a real difference to the lives of our tenants, residents and communities every day.

The Role

We are looking for an experienced and motivated Customer Services Team Leader to join our team. This is a key role, responsible for coordinating and overseeing complex customer enquiries, complaints, information requests, and Ombudsman cases — ensuring we deliver high quality, timely and professional responses. You’ll lead a small team and work collaboratively across all areas of our service.-quality, timely and professional responses.

What You’ll Do

In this role, you will:

• Coordinate responses to complaints, formal enquiries and information requests for Housing Services.
• Co-ordinate cases escalated to the Scottish Public Services Ombudsman.
• Ensure all responses meet relevant legislation, procedures and corporate standards.
• Maintain accurate records, monitor performance, and support reports to senior management.
• Identify training needs and support continuous improvement across teams.
• Provide advice to managers on emerging issues, trends and lessons learned.
• Represent the service at internal and external working groups where required.

About You

We’re looking for someone who is:

• A confident communicator with excellent written and verbal skills.
• Highly organised, able to manage competing priorities and delegate effectively.
• Experienced in handling sensitive or complex customer enquiries.
• Calm, professional and empathetic when dealing with distressed or challenging individuals.
• Knowledgeable about relevant legislation including FOI, EIR and Data Protection (desirable).

What We Offer

• A supportive team environment focused on learning and improvement
• Flexible / mobile working arrangements
• Opportunities for development and career growth
• The chance to make a real impact on service quality and customer experience across the Council

 

Additional Information

This post requires excellent numeracy and literacy, and relevant customer facing experience. Experience managing a small team and using Microsoft Office packages is advantageous.