Customer Service Team Leader: Lead, Coach & Elevate Service

Publica Group Ltd is recruiting a Customer Service Team Leader to guide the Customer Services team across partner councils. You will manage day-to-day operations, allocate workload, plan resources and drive performance while coaching staff to deliver high-quality, resident-focused service.

You will oversee escalations, analyse feedback and trends, and support improvements to processes. The role emphasises leadership, problem solving and maintaining a positive team culture.