Customer Services Team Leader

Salary: £29,540

Hours of work: 37 hours per week, Monday – Friday 8.45am – 4.45pm

Contract type: Fixed Term, 14 month contract

This is not a Wiltshire Council vacancy therefore please contact Chippenham Town Council direct for further information.

A bit about us:

Chippenham Town Council is one of the largest councils in the town and parish sector. We are committed to equality of opportunity and offer good benefits including a generous pension and free staff parking where available.

All about the role:

Chippenham Town Council is seeking to appoint a Customer Services Team Leader on a fixed term contract to cover maternity leave.

Acting as the first point of contact for customers and visitors, you will be an ambassador for the council, offering an excellent customer experience as you share information on Council services and facilities, local activities, events and sell tickets for the Neeld box office.

As the Team Leader you will be responsible for arranging the staff rota and overseeing staff, daily banking and financial processes, IT systems, Report-it, and Charter Market administration.

You will be confident in working with people, and have the ability to understand the needs and priorities of customers and the desire to meet their expectations. Previous experience of working in a busy, and varied customer services/reception function is essential.

We are looking for a team member who has a helpful and pleasant personality, the ability to work both independently and as part of a team. You will need to be resourceful, with an ability to learn and adapt quickly and the capacity to manage varying situations.

Special Conditions of the Post:

• To assist as far as reasonably possible with cover for leave, sickness and other absence of colleagues.
• To be a designated key holder (not including out of hours call out).
• If agreed with management for operational reasons, to work in a broadly similar role at any other Town Council facilities.
• Train to acquire new skills and develop existing skills as required.
• The postholder will undertake any other duties required by the management of the Town Council which are applicable to the grading and nature of the post and which do not change the general character of the duties or the level of responsibility entailed.
• The postholder must take reasonable care in respect of the health and safety of themselves and any other persons who may be affected by their work and report any hazardous conditions or practices which may cause injury to people or property

Primary Relationships:

• Line Managed by the Head of Communications and Customer Services
• Supervises Customer Services Assistants and Casual Customer Services Assistants.
• Regularly interacts with members of the public, Councillors, Council staff and contractors.

Person Specification

Essential Experience and Knowledge:

• Working in a customer service environment 
• Cash handling
• Principals of good customer service
• Educated to GCSE standard or equivalent, including maths and English 

Essential Skills and Attributes:

• Ability and confidence to work alone 
• Ability to multitask and adapt quickly to changing situations 
• Ability to deal with a range of people in a professional and courteous manner 
• A proactive approach to work 
• Willingness to work flexible hours including weekends and Bank Holidays as required 
• IT, including Excel and Word 
• Communication  
• Organisation  

Desirable Experience and Knowledge:

• Website editing 
• Use of databases 
• Understanding of Local Authority processes 

Equal Opportunities 

• Chippenham Town Council aims to be an Equal Opportunities Employer and has equal opportunities policies with which you are expected to comply at all times. The Council condemns all forms of harassment and is actively seeking to promote a workplace where employees are treated with dignity, respect and without bias, irrespective of disability, race, religion or beliefs, nationality, ethnic origin, age, sexual orientation, gender or marital status

Find out more and apply:

For an informal discussion, please contact Lynsey Nichols, Head of Communications and Customer Services on 

For application details, please visit our website or email

Closing date (and time): Wednesday 12th November, 5pm

Interview date: TBC

Commencement date: TBC

Job Description

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