Customer Interaction Team Lead
Please apply online by clicking the link below
Wirral Council is a values‑driven organisation where employees are empowered to “#BeTheDifference” and help create fairer opportunities for residents. Set in one of the happiest and most scenic areas in the UK, the Council offers an inspiring place to live and work, with a strong commitment to supporting staff and delivering ambitious plans for the borough’s future. Joining Wirral Council means becoming part of a dedicated, forward‑thinking team that is truly valued and encouraged to thrive.
Customer Interaction Team Lead
About the Role:
An exciting opportunity has arisen to work in the council's fast paced Customer Interaction Team. The post holder will lead a team of Customer Service operatives providing information, advice, guidance and complaint resolution predominantly for Revenues, Benefits and means tested assessment for care. The team focuses on supporting Wirral residents who cannot self-access services both over the phone and in face-to-face settings, when required.
About the Candidate:
The ideal candidate will have proven experience of working in a demanding customer service role, dealing with the public on a day-to-day basis in the appropriate areas, including complaint resolution. You will have evidence of embracing new and innovative ways of working along with using initiative to act in both a proactive and reactive manner, is essential.
The role requires excellent interpersonal and communication skills and competence working with Information and Communication Technology (ICT). You will have demonstrable leadership skills and experience of leading a team, is desirable.
For an informal discussion about the role, please contact: fergusadams@wirral.gov.uk
We believe in giving you the flexibility to work where you’re most productive. This role offers a hybrid working arrangement, combining the benefits of remote work with the collaboration and connection of in-office days, twice a week. As part of this role, you will be required to travel across the Borough and hybrid work from various locations. On occasion, you may also need to work outside traditional hours.
This post is subject to a Basic DBS check. The Safer Recruitment & Employment Policy and the Disclosures for Recruitment Procedure can be found at : https://www.wirral.gov.uk/jobs-and-training/job-vacancies/safer-recruitment-and-employment
Interviews are scheduled to take place on Tuesday 2 June 2026.
Eligibility to work in the UK will be verified in the final stages of the selection process. All candidates must either already have a right to work in the UK before commencing employment or meet the Home Office criteria for Visa sponsorship. Candidates who require sponsorship should evaluate the Home Office eligibility criteria for a Skilled Worker visa before applying.
Please be advised it is our understanding that this role does not meet the requirements of a skilled worker visa as set out by UK Visa and Immigration https://www.gov.uk/government/publications/skilled-worker-visa-eligible-occupations/skilled-worker-visa-eligible-occupations-and-codes . For details regarding the salary of a skilled worker visa please visit Home Office: https://www.gov.uk/government/publications/skilled-worker-visa-immigration-salary-list/skilled-worker-visa-immigration-salary-list
This is not legal advice, and we advise you to seek your own independent legal advice tailored to your own personal circumstances.
If you’re already a Wirral Council employee, and as part of our Talent Strategy, we’re committed to strengthening opportunities for our people to learn, grow, progress and thrive. For many of you, this may be preparing and applying for your next role with us, and we're passionate about ensuring you feel supported throughout your internal recruitment experience. Please get in touch if you want to know more about some of the ways in which we could support you by emailing recruitment@wirral.gov.uk
If you are a Wirral resident, are unemployed or out of work, and require help with your application, please contact Involve Northwest’s employment and skills team on info@involvenorthwest.org.uk or contact 0151 644 4500 or 0151 652 4349.
Working at Wirral
You’ll also want to know what it’s like to work here so, as a start:
Our values are more than just pieces of paper on our walls! We’ve all played a role in developing these, so they reflect the immense pride we have in what we do, what matters to us, what inspires us and inform how we think, approach things and behave.
We believe in ensuring staff are well looked after, staff wellbeing is a priority for us. We’re serious about recognising and rewarding people for the great things they do. You’ll benefit from our track record of developing, growing and investing in our people.
We have a range of staff benefits including staff discounts, enrolment into the local government pension scheme (an excellent defined benefit scheme), immediate life cover and ill-health protection. We have a strong flexible working approach, hybrid working, family-friendly employment initiatives and an annual leave package starting with 28 days leave plus public holidays.
We have an inclusive, engaged culture, everyone has a voice, everyone is valued for their contribution and understands the role they play in delivering our strategic priorities.
Each voice is heard, each contribution valued. We embrace diversity in our workforce and recognise it is critical to our success. We support an inclusive culture that champions differences and nurtures a sense of belonging. We encourage people from diverse backgrounds, who share our values and our commitment to inclusion to apply for roles with us.
We want you to be your best at work, we create the conditions to help you thrive and we mirror this in our recruitment process. If you’d like us to do anything differently during the recruitment process to make it barrier-free and as accessible as possible please contact recruitment@wirral.gov.uk
Please note that in accordance with the Council’s policy, employees who are in a formal redeployment situation will be considered in the first instance for all vacancies.
It is Council policy not to re-appoint any employee who has left under the terms of the Council's Early Voluntary Retirement (EVR) scheme or who have left with a voluntary severance (VS) package, unless in exceptional circumstances.
Applications will be accepted until midnight on the closing date.
We reserve the right to close this vacancy earlier than the specified date should we receive sufficient applications.
Applications can only be accepted through the Jobs page following registration. Forms received via the post will not be processed.
All applicants invited to interview must evidence their right to work in the UK. Details of required documents can be found by clicking the link at the bottom of the Jobs page.
The job description and other supporting documents will not be accessible once the vacancy closing date has passed so if a copy is required you should download it now.
We do not accept applications or CV’s from recruitment agencies, unless otherwise stated. Therefore, any candidates submitted via a recruitment agency will not be considered for this role.
Salary range
- £39,152 - £41,771 per year