Operational Team Leader
| Dyddiad hysbysebu: | 13 Ionawr 2026 |
|---|---|
| Cyflog: | £38,220 i £42,839 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 25 Ionawr 2026 |
| Lleoliad: | Northallerton, North Yorkshire |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | North Yorkshire Council |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: |
Crynodeb
Salary: £38,220 - £42,839 per annum
Grade: JK
Contract Type: Permanent
Vacancy Hours: 37 Hours per week
Location: Northallerton, North Yorkshire
The Service
Our Customer Service team here at North Yorkshire Council are a friendly, forward-thinking, and driven team, with a strong customer-focused ethos and culture. We deliver a variety of services across a multi-channel environment and are the front-facing positive and professional image of North Yorkshire Council.
Currently, we have an opportunity available for an Operational Team Leader to undertake the day-to-day management of our inspirational Customer Service team in Northallerton.
The role
As an Operational Team Leader, you will lead, motivate and support a team of Customer Service Advisors to deliver a high quality, high performing, responsive and customer orientated service that provides the first point of contact.
You will be responsible for the day-to-day management and development of Customer Service Advisors who will be providing information and advice, handling service requests, conducting assessments, and processing payments. The post holder will deliver services to both internal and external customers, including elected members, across a variety of communication channels. You will ensure appropriate access to complex services, including but not limited to, Health and Adult Services, Mental Health Services and Children’s Social Care.
This role is pivotal to the success of our organisation and is an extremely rewarding position where you can make a real difference, both to your team and within the communities across North Yorkshire.
Working Patterns: Monday to Sunday, between 08:00 am – 18:30 pm
What you will bring
We are seeking an enthusiastic individual that has a passion for providing an outstanding level of customer service to our communities and customers across North Yorkshire.
A strong commitment to safeguarding and promoting the welfare of children, young people, and vulnerable adults is essential.
Ideally, you will have:
Knowledge of contact centre operations and experience of leadership tools and techniques to manage performance in a contact centre environment.
An understanding of Data Protection Legislation.
Experience of operational team management in a multi skilled contact centre environment
Experience of dealing with complex enquiries in a customer services environment.
Experience of dealing with complaints and difficult enquiries
Relevant IT skills - with experience using customer databases, internet applications and Microsoft Office.
Experience of dealing with vulnerable and/or distressed customers
Experience of supporting a team through change
Experience of representing customer service in the event of an emergency planning incident
You will be able to effectively communicate verbally and in writing with customers and colleagues using a range of different channels.
Be an innovative thinker and have a proactive approach to solving any issues that may arise.
Be able to work flexible in line with customer demand
Please refer to the Job Description for further information
What we can offer you
As a North Yorkshire Council employee, you will have access to some great benefits via our Everybody Benefits scheme such as shopping discounts, home technology and green car salary sacrifice schemes, financial well-being and health assured, our employee assistance programme, to assist with your health and wellbeing. You will also have access to our local government pension scheme, a generous plan for your retirement with the option to increase your monthly contribution if you so wish.
Contact and Apply:
If you would like an informal discussion about our role, please contact Joanne Hunter – joanne.hunter@northyorks.gov.uk
Applying is easy, simply click the apply button below, remove your details from your CV and upload by midnight on 25th January 2026.
Key Dates:
Closing date: Sunday 25th January 2026
Interview date/Assessment Centre: Week commencing 2nd February 2026
Venue for Assessment and Interview: County Hall Campus, Northallerton DL7 8AD
Key Documents:
Job Description
Total Rewards Brochure
NYC are committed to directly recruiting staff and will not accept applications nor services from agency suppliers in respect of our vacancies.
We are committed to meeting the needs of our diverse community and aim to have a workforce reflecting this diversity. We are also committed to safeguarding and promoting the welfare of children, young people and adults. We expect all staff and volunteers to share this commitment.
North Yorkshire Councils’ purpose is to deliver services and facilities to the diverse residents and visitors of North Yorkshire. To ensure we deliver inclusive services we strive to have a diverse workforce where everybody can be themselves by respecting differences and embedding equality of opportunity. We celebrate diversity and recognise each other’s contributions; we therefore welcome applications from individuals of all backgrounds.
Grade: JK
Contract Type: Permanent
Vacancy Hours: 37 Hours per week
Location: Northallerton, North Yorkshire
The Service
Our Customer Service team here at North Yorkshire Council are a friendly, forward-thinking, and driven team, with a strong customer-focused ethos and culture. We deliver a variety of services across a multi-channel environment and are the front-facing positive and professional image of North Yorkshire Council.
Currently, we have an opportunity available for an Operational Team Leader to undertake the day-to-day management of our inspirational Customer Service team in Northallerton.
The role
As an Operational Team Leader, you will lead, motivate and support a team of Customer Service Advisors to deliver a high quality, high performing, responsive and customer orientated service that provides the first point of contact.
You will be responsible for the day-to-day management and development of Customer Service Advisors who will be providing information and advice, handling service requests, conducting assessments, and processing payments. The post holder will deliver services to both internal and external customers, including elected members, across a variety of communication channels. You will ensure appropriate access to complex services, including but not limited to, Health and Adult Services, Mental Health Services and Children’s Social Care.
This role is pivotal to the success of our organisation and is an extremely rewarding position where you can make a real difference, both to your team and within the communities across North Yorkshire.
Working Patterns: Monday to Sunday, between 08:00 am – 18:30 pm
What you will bring
We are seeking an enthusiastic individual that has a passion for providing an outstanding level of customer service to our communities and customers across North Yorkshire.
A strong commitment to safeguarding and promoting the welfare of children, young people, and vulnerable adults is essential.
Ideally, you will have:
Knowledge of contact centre operations and experience of leadership tools and techniques to manage performance in a contact centre environment.
An understanding of Data Protection Legislation.
Experience of operational team management in a multi skilled contact centre environment
Experience of dealing with complex enquiries in a customer services environment.
Experience of dealing with complaints and difficult enquiries
Relevant IT skills - with experience using customer databases, internet applications and Microsoft Office.
Experience of dealing with vulnerable and/or distressed customers
Experience of supporting a team through change
Experience of representing customer service in the event of an emergency planning incident
You will be able to effectively communicate verbally and in writing with customers and colleagues using a range of different channels.
Be an innovative thinker and have a proactive approach to solving any issues that may arise.
Be able to work flexible in line with customer demand
Please refer to the Job Description for further information
What we can offer you
As a North Yorkshire Council employee, you will have access to some great benefits via our Everybody Benefits scheme such as shopping discounts, home technology and green car salary sacrifice schemes, financial well-being and health assured, our employee assistance programme, to assist with your health and wellbeing. You will also have access to our local government pension scheme, a generous plan for your retirement with the option to increase your monthly contribution if you so wish.
Contact and Apply:
If you would like an informal discussion about our role, please contact Joanne Hunter – joanne.hunter@northyorks.gov.uk
Applying is easy, simply click the apply button below, remove your details from your CV and upload by midnight on 25th January 2026.
Key Dates:
Closing date: Sunday 25th January 2026
Interview date/Assessment Centre: Week commencing 2nd February 2026
Venue for Assessment and Interview: County Hall Campus, Northallerton DL7 8AD
Key Documents:
Job Description
Total Rewards Brochure
NYC are committed to directly recruiting staff and will not accept applications nor services from agency suppliers in respect of our vacancies.
We are committed to meeting the needs of our diverse community and aim to have a workforce reflecting this diversity. We are also committed to safeguarding and promoting the welfare of children, young people and adults. We expect all staff and volunteers to share this commitment.
North Yorkshire Councils’ purpose is to deliver services and facilities to the diverse residents and visitors of North Yorkshire. To ensure we deliver inclusive services we strive to have a diverse workforce where everybody can be themselves by respecting differences and embedding equality of opportunity. We celebrate diversity and recognise each other’s contributions; we therefore welcome applications from individuals of all backgrounds.