Customer Services Team Leader (Band 4/HEO)

Job summary

This post is within HSE's Customer Services Team reporting to the HSE Customer Services Operations Manager.

HSE's Customer Services Team is a high volume, fast-paced, operational, front-line team, and we are looking for a motivated and dedicated customer focused Team Leader, to manage a team of approximately 10 staff, responsible for delivering excellent customer service.

Part time working hours are available for this role. We can accept part time applicants who can commit to working a minimum of 30 hours per week.

Job description

With a world-class reputation for safeguarding the health and safety of people at work, HSE is adapting and evolving to meet the new challenges ahead. Effective leadership of Customer Service Teams is of critical importance in the role, alongside performance management and driving a culture of excellence.

• Lead the team under your control to maximise efficiency and effectiveness. Embed a high-performance culture across your team and support other leaders in achieving the same goal

• Support the Operations Manager in effective business planning

• Possess excellent communication skills to support teams and individuals through changes in service provision

• Manage a front line team effectively, in a fast paced operation, despite conflicting priorities

• Support team members in making complex decisions

• Ensure a high quality of work throughout the team

• Use data to drive service and team improvements

• Challenge current service provision to drive improvements

Person specification

We are looking for a motivated and talented individual with a commitment to learn about new areas of work and responsibility, and to build on their skills and knowledge within the HSE in general. You must have extensive Customer Service Team Leader experience in a Contact Centre environment, with a proven knowledge of telephony system administration. You should also be able to demonstrate the attributes and behaviours contained in the Civil Service Leadership Statement.

Essential Skills and Criteria

You will need to demonstrate skills and experience in the following areas:

• Experience leading a Customer Service Team in a Contact Centre environment, including a comprehensive knowledge of telephony system administration. (Lead Criterion)

• Line management experience with an ability to deal with performance management, absence management and personnel issues including stakeholder management whilst maintaining service delivery

• Proven written and verbal communication skills

• Change management and change implementation experience, including people development

• Ability to deal with complex operational problems, managing to a successful resolution

• Proficient IT skills including Microsoft Dynamics, SharePoint and Microsoft Office

At HSE, we are proud to be able to offer our people the opportunity to work in a hybrid way which combines working from home and the office. This is a voluntary, non-contractual arrangement, and your allocated office will be your contractual place of work.

There will be a requirement to travel to the office for various activities, e.g., collaborative working, supporting and training colleagues. If hybrid working is suitable for you and your role, you will be expected to attend the office, or other business-related site, for 60% of your working week. The arrangements will be determined primarily by business need, but personal circumstances and other relevant circumstances will also be taken into account.

Therefore, we would encourage candidates to consider if the commute from home to the office is a feasible distance to travel before making an application. Please note that if you are successful, hybrid working will be discussed prior to taking up the post.

For details of HSE locations please see here HSE Offices.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Leadership
• Developing Self and Others

Benefits

Alongside your salary of £38,005, Health and Safety Executive contributes £11,010 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity

We invest in our people with;

• Competitive rates of pay
• Access to the highly competitive Civil Service Pension Scheme to which HSE contribute 28.97% far more than in the private sector.
• Family friendly policies and working hours to help balance your home life and career
• Carer friendly policies to help create a supportive working culture
• 25 days annual holiday increasing to 30 days after 5 years' service, plus bank holidays and 1-day Civil Service privilege leave
• Parental leave benefits
• As a member of HSE you will gain access to a wide range of fantastic benefits that you can take advantage of such as the Cycle to Work Scheme, E-Gift Cards, and Vouchers via our partner EdenRed.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

Application Information

As part of your application, you will be invited to complete an anonymised CV which should include your career history, experience, and qualifications.

Please ensure you tailor your CV to match the Essential Skills and Criteria as listed within the advert.

You will also be asked to complete an anonymised Personal Statement, of no more than 750 words which demonstrates how you meet the Essential Skills and Criteria of the job advert.

Application Guidance Please access the following link for guidance on how to apply and how to complete a Personal Statement https://www.civil-service-careers.gov.uk/how-to-apply/

Sift Information

The sift will take place from w/c 27/04/2026 where you will be assessed on your Personal Statement and CV.

In the event of a high volume of applications we will assess candidates on the Lead Criterion as listed in the Essential Skills and Criteria. If you pass the initial sift, you will then be assessed on your Personal Statement. If you pass the Personal Statement sift, you will then be assessed on your CV.

Interview Information

The interviews will take place week commencing 11/05/2026, when you will be assessed onthe Behaviours/experience listed in the advert.

Please note the sift and interview dates could be subject to change due to panel availability.

Sponsorship

This role is not open to application from those who will require sponsorship under the points-based system. Should you apply for this role and require sponsorship your application will be rejected, and any provisional offers of employment will be withdrawn.

Further Information

Please note that a Reserve List will be held for the period of up to 12 months. There is no guarantee you will be offered a role from our reserve lists, so if you see a vacancy on Civil Service Jobs that you are interested in, we recommend you apply.

HSE reserve the right to conduct additional checks, including Google and social media checks, when recruiting candidates into a role within HSE. These checks will be carried out in line with the Civil Service Commission Principles and, if used all candidates will be subject to these additional checks.

From 23rd June 2025, if you are successful at interview, as part of your pre-employment checks, HSE’s Recruitment Team are required to check your details against the Internal Fraud Hub (IFH), using your personal details – name, NINO, and date of birth. If you are included on the database, you will be refused employment. If you believe that there has been an error in the inclusion of your data and wish to make an appeal, please contact the CO email box internal.fraud@cabinetoffice.gov.uk . Details of the types of internal fraud/dishonesty covered by this process are defined by the Cabinet Office and can be found here Internal Fraud Register privacy notice - GOV.UK

It is the candidate’s responsibility to ensure they are aware of the terms and conditions they will adopt should they be successful in their application. For a summary of HSE terms and conditions as part of Civil Service Reform, please see the attached HSE Terms and Conditions document.

Progression through pay ranges is subject to annual pay awards as permitted within annual Civil Service pay remit guidance and negotiations with Trade Unions.

HSE is proud to be a part of the Disability Confidence Scheme (DCS). As a Disability Confident employer, we positively welcome applications from disabled people. We are committed to making workplace adjustments to ensure anyone can participate in the recruitment and selection process.

If, during the application or interview process, you require any assistance due to a disability or a medical condition, please contact us at the email address below to discuss how we can support you. For example, if you have a disability, and you need an application form in an alternative format or you would like to know more about our recruitment process, please contact: HR.Resourcing-Team@hse.gov.uk If successful in securing your role, HSE can provide suitable workplace adjustments to support you throughout your career with HSE.

Any move to HSE from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility here.

Please note, if you are a current civil servant and you are currently undergoing any of the following formal actions your application will not be progressed any further; Formal discipline action, any formal action regarding attendance, poor performance or any restriction of duties as a result of disciplinary action.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Dave Solkin
• Email : dave.solkin@hse.gov.uk

Recruitment team

• Email : hr.resourcing-team@hse.gov.uk

Further information

If you believe that Civil Service Commission principles of selection for appointment on merit on the basis of Fair and Open competition have not been met, you can raise a complaint by emailing: HR.Resourcing-Team@hse.gov.uk or by writing to HSE at the following address: HR Resourcing Team, 2.3 Redgrave Court, Merton Road, Bootle, Merseyside, L20 7HS. If you are not satisfied with the response you receive from the Department, you can contact Civil Service commissioners: https://civilservicecommission.independent.gov.uk/code/civilservicecode…

Attachments

HSE Terms and Conditions - CSJ Advert Annex Opens in new window (pdf, 116kB)