Education Customer Service Lead – Permanent

This is a Gloucestershire County Council job.

  • Job Title:                            Education Customer Service Lead
  • Job Location:                     Shire Hall 
  • Salary:                               £39,186 – £44,428 per annum 
  • Hours per Week:               37.00 
  • Contract Type:                   Permanent 
  • Closing Date:                     18/07/2024 
  • Job Requisition Number:   9387 
  • This post is not open to job share


Are you passionate about working to support children, young people and their families to live happy and successful lives and are you dedicated to promoting excellent customer service making a difference to the experience or our customers and the front facing teams that serve them?  service officer relationships with the families they serve?


This is a new role which will work across the wide range of service areas in the Education Directorate focusing on how council Education services provide customer service support to service users contacting our teams..


About you 

In collaboration and close, supportive working with front line teams, and key stakeholders within a large organisation, you will have experience in building a centre of excellence with regard to effective management of complaints offering guidance and hands on support. You will have a track record in shaping and improving on customer service practices and processes.


You will be experienced in developing relationships within a matrix management framework and will have a strong aptitude in managing complex cases.

Remaining open minded and curious, you will investigate and support response approaches to concerns, issues or complaints raised by parents and carers, education and childcare settings, County Councillors and MPs. You will ensure appropriate engagement and responses are developed to reach appropriate resolutions and will support officers to respond around decisions and action taken to have the best possible outcomes for children, young people and their families through advice and guidance.


  • Be an expert and experienced in delivering strong relational customer service
  • Support and develop officer customer experience and customer service understanding, maintaining high standards of care, values, ethics, equality and diversity in customer service practices and procedures
  • Ensure that all officers in the Education Directorate are appropriately supported and aware of their role and responsibilities in terms of customer service in line with the directorates principles and customer service policies and processes
  • Provide management oversight and guidance to Customer Service Officers and provide support to officers across the Education directorate to enable them to respond to service users effectively and with confidence
  • Champion a culture of relational customer service and excellence at all times
  • Undertake appropriate organisation and administration to undertake the role
  • To work seamlessly across directorate or team boundaries in a collaborative and constructive manner to implement the directorate’s strategic direction
  • To demonstrate a commitment to customer service excellence
  • To work within Council’s policies and procedures.



  • Some experience of the education system and legislative frameworks relevant to education and childcare settings
  • Undertaken a customer service role in an appropriate context and/or extensive experience of working with parents, carers and education professionals.
  • Management experience in relevant sectors which have led to positive outcomes for service users
  • Experience of effective cross-team work and working across organisational boundaries
  • Experience of implementing strategies for service development which has led to quality improvement
  • Experience or developing/leading changes in services and/or policies that have led to service improvements
  • Experience of effective partnership work with service users and institutions /settings to develop and improve service provision


About us

The Education Directorate sits within the wider Children’s Services directorate alongside Children’s Social Care and Early Help.

The Education directorate comprises of the following service areas:

  • The Special Educational Needs Service – EHCP statutory caseworker service; the Advisory Teacher Service; the Education Psychology Service; the Specialist Commissioning Team
  • The Inclusion Service – focused on Attendance and access to education
  • The School Improvement Service – focused on support direct to schools around school development and quality of education both for maintained schools and as a traded service off to the whole education system
  • Education, Planning and Infrastructure – focused on school building projects, transport, place planning and Admissions
  • Early Years Service – focused on supporting the quality and ensuring the sufficiency of early years childcare settings
  • The Virtual School – Educational support for children in care
  • Post-16 Team – focused on post-16 education, training and into employment support and post 16 pathways
  • Traded Services – The management and development of services offered to educational settings by the Council

The Education directorate works closely with services both within the wider Children’s Services and the entire County Council. We are committed to providing high quality services to children, young people and their families


Hybrid working arrangements are available for this role, with the expectation that during induction you will need to be in the office more often.


You will receive the following:

  • Flexible and agile working opportunities
  • 25.5. days annual leave rising to 30.5 days after 5 years continuous service
  • An option to purchase 10 days of additional leave per year (pro rata for part-time staff)
  • Family friendly employer offering benefits to help support you and your family
  •  Career development and qualification opportunities
  • Supportive and positive working environment with regular, robust supervision
  • Local Government Pension Scheme (LGPS)
  • Access to our Employee Assistance Programme (EAP) that provides free, confidential, counselling and advice for employees, available 24 hours a day, online and by telephone.
  • An in-house Occupational Health service Employee discount scheme
  • Cycle to Work scheme
  • Gloucestershire Salary Sacrifice Green Car Scheme (T&Cs apply)
  • Links to employee networks such as Prism (LGBT+) network and the Young Employees Network

How to apply

If you feel you have the skills, desire and experience required to make a positive difference then please submit your application and personal statement today by clicking the “Apply Now” Button.


For an informal discussion about the role please contact Kirsten Harrison, The Director of Education by contacting her PA, Hannah Swankie via email at Hannah.Swankie@gloucestershire.gov.uk .


Interview Date 31st July 2024


Additional Information

To access the Job Profile for this role, please follow the link below:-

Education Customer Service Lead Job Profile

Gloucestershire County Council is committed to safeguarding and promoting the welfare of children and young people or vulnerable adults and expects all staff and volunteers to share this commitment.

We want to be an employer of choice, attracting and retaining excellent people to work for us, so that we can best serve all of Gloucestershire’s diverse communities.  Our promise to you is that we will provide an inclusive and supportive working environment that enables you to bring your whole self to work and realise your full potential.

It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a ‘customer facing role’ must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English.

Hybrid working arrangements are available for the majority of our roles, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice, with a mix of both remote and office working.

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