Team Manager - Customer Operations - Southwark Council : Job Details

The role

Are you a dynamic leader with a passion for delivering exceptional services? Do you thrive in a fast-paced environment where no two days are the same? If so, we want you to join our vibrant Customer Operations team at Southwark Council!

What You’ll Be Doing:

• Lead & manage the Out of Hours (OOH) team of Emergency Duty Officers and Customer Services Officers—our ‘4th Emergency Service’.
• Ensure seamless service continuity between daytime and OOH teams.
• Work closely with stakeholders including Service Managers, IT Support, and Business Improvement teams.
• Oversee critical emergency response services that support Southwark’s most vulnerable residents.
• Drive service excellence through proactive planning, problem-solving, and innovation.
• Leading recruitment, staff development, and workforce planning.
• Engaging with residents, Tenant & Resident Associations (TRAs), contractors, and internal teams to enhance service delivery.

How will you make an impact as our Team Manager?

• Proven leadership experience, managing teams in Customer Service, Housing, Health, or Adult Social Care.
• Excellent communication & stakeholder management skills.
• Strong organisational & time management abilities.
• Ability to work effectively in a diverse, high-pressure environment.
• Proficiency in IT systems & applications to support operational success.
• Ability to work flexibly across a 24/7 service, including occasional weekends and out-of-hours demands.
• Excellent problem-solving skills and a resilient, adaptable approach to service delivery challenges.
• Growth-oriented with a collaborative and proactive approach.
• Flexible hybrid working, blending remote work and onsite at our Queens Road and Bournemouth Road sites.

Additional salary details

Customer Operations is the front door of the Council, providing over 40 essential services to Southwark residents—including Housing Repairs and Careline, our 24/7 emergency service for vulnerable residents. This is an exciting opportunity to lead and shape our Out of Hours (OOH) Team, ensuring Southwark residents receive outstanding service every day, from 5 PM to 9 AM.

Your shift: You will be required to work 36 hours per week flexibly between 10am – 8pm (Monday – Friday), with occasional “On-call” availability at night time and weekends as the service requires.

You will be the link between the Daytime and Out of Hours services and ensure that plans are in place for service integrity during Out of Hours. About Southwark:

As a council, we are successful, passionate, and forward thinking. We are committed to tackling injustice and inequalities and rebuilding our local economy following the pandemic, ensuring that our residents and businesses are central to everything we do.

As a diverse central London borough, Southwark faces a range of challenges, which we aim to address through the delivery of the Borough Plan. We are looking for candidates to join our team to help us continue to make Southwark an inclusive borough for all our communities.   

Southwark Council is an Equal Opportunity Employer, and we welcome applicants from all backgrounds. We monitor our recruitment practices to check that we are employing people in a fair and non-discriminatory way. We also publish annual workforce reports. We are proud to have a workforce that reflects the diversity of our borough.

Benefits and more information:

https://jobs.southwark.gov.uk/why-us/

Salary Range: £44,430 - £51,663

Recruitment timetable

Application Closing Date: 11.59pm on the 21st of March 2025

Interview and Assessment: 31st of March 2025

We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce through our Southwark Stands Together initiative. We particularly welcome applications from members of the black, Asian and ethnic minority communities to increase representation at senior management level in the Council.Guaranteed Interview Scheme:

As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:

• Members of the Armed Forces and veterans
• Are currently in care, or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition.

We reserve the right to close this vacancy early if we receive sufficient applications for the role, in which case we will move the key dates for the process. Therefore, if you are interested, please submit your application as early as possible.#LI-PC1

Attachments

• Team Manager JD.pdf