Customer Support and Planning Team Leader

4 days ago

York, York City, United Kingdom City of York Council Full time

We're looking for a proactive and experienced
Customer Support and Planning Team Leader
to lead a high-performing team that supports our Building Services department. This is a key leadership role focused on delivering excellent customer service and efficient work planning to meet the needs of our residents and service users.

Key Responsibilities

  • Lead and manage the Customer Support and Planning function of c.10 employees to ensure queries are resolved at the first point of contact.
  • Oversee the planning and scheduling of work to maximise operational efficiency and minimise missed appointments.
  • Monitor and maintain key performance indicators, ensuring service standards are consistently met.
  • Drive continuous improvement across customer service and planning processes.
  • Support the administration, maintenance, and development of ICT systems used by the team and wider service area.
  • Collaborate with internal teams and stakeholders to ensure seamless service delivery.

About You
You'll be an experienced team leader with a strong background in customer service. You will be good people manager, with the ability to drive high performance within your team. You'll be confident using ICT systems, developing new and efficient processes and passionate about improving services for customers. You'll also be a great communicator, able to motivate your team and work collaboratively across departments.

Essential Skills And Experience

  • Proven experience in leading customer service teams.
  • Strong organisational and problem-solving skills.
  • Experience in designing and implementing operational improvements.
  • Excellent communication and interpersonal abilities.
  • Experience working with ICT systems and data to support service delivery.
  • Ability to manage competing priorities and meet deadlines.
  • Ideally the successful candidate with also have experience in planning and scheduling operational activity.

This post is suitable as a job share opportunity.

As this role is public facing, applicants will need to demonstrate, at interview, their competency to converse and provide advice and guidance to members of the public, in spoken English to CEFR level C1: Can express themselves fluently and spontaneously, almost effortlessly. Only a conceptually difficult subject can hinder a natural, smooth flow of language.

Please note, we do not have a sponsorship licence to sponsor individuals for visas to work in the UK, therefore we are unable to offer sponsorship for this role.
The Council is committed to investing in the talent and wellbeing of our staff and can offer a generous annual leave allowance, access to the Local Government Pension Scheme, comprehensive Health & Wellbeing initiatives and a reward package which recognises your contribution. We can offer flexible working practices, community engagement and volunteer activities and, as part of our commitment to you, promote continuous Learning & Development. In addition we also offer a growing range of discounts, rewards and savings.

For further information or an informal discussion please contact Paul Hester (Head of Building Services) at

Closing date:
Sunday 9 November 2025 at 12 midnight

Interview date:
Thursday 27 November

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