Team Manager Customer Services (INTERNAL)

Could your information governance expertise help improve how people experience the Council? This is a great opportunity to lead a skilled team, advise colleagues across the Council and support clear, fair and timely responses.

It could suit someone ready for their next step, as well as someone who already brings strong management experience.

As Team Manager Customer Services, you will lead a knowledgeable and committed team with responsibility for key information governance functions, including information requests, records management and corporate complaints.

In this role, you will draw on your information governance background to lead the team and advise colleagues across the Council. Your main responsibilities will include:

• Overseeing corporate complaints, information requests and records management activity.
• Giving advice on complex or sensitive issues while helping the team meet important deadlines.
• Leading and supporting the Customer Services Team, helping people feel clear, confident and valued in their work.
• Contributing to wider customer experience work, including the Council’s Customer Promise.
• Working with services across the Council to improve customer journeys and make responses clearer and more consistent.
• Using customer feedback, complaints and data to spot themes and support practical improvements.

What we are looking for:

We are looking for someone who enjoys working with people, brings calm and thoughtful leadership, and wants to support good customer service across the Council. There is no single route into this role, but you will need a strong information governance background and the confidence to advise others. Candidates will need to show that they:

• Have a genuine interest in customer service and improving people’s experience of the Council
• Can lead, encourage and develop others, whether through formal management or wider leadership experience
• Bring strong knowledge of information governance, including Freedom of Information requests (FOIs), Environmental Information Regulations requests (EIRs), Subject Access Requests (SARs), Data Protection Impact Assessments (DPIAs), information requests and records management
• Be confident advising managers across the Council on complex matters and statutory timescales
• Use good judgement when dealing with sensitive or complex issues
• Communicate clearly and build positive working relationships
• Can organise work, manage deadlines and keep a clear view of priorities

For the full details of the role, please download the Job Description and Person Specification.

This is a secondment opportunity which is only available to existing ESCC employees. Please review the Secondment Policy (Secondments and Acting Up arrangements | ESCC Intranet) for more information.

If you would like to apply for the secondment, please speak to your line manager first to confirm they support it. 

If the role sounds right for you, select the ‘Apply Now’ button above and upload your CV and supporting statement. Use your supporting statement to explain why you are interested in the role and how your experience, skills and approach meet the criteria in the person specification.

For help with your application, see our how to apply page and our statement on the use of AI.

Interviews will take place face to face at County Hall, Lewes, East Sussex. Interviews will take place on Thursday 20 August 2026. If you are unavailable on this date, let us know and we may be able to arrange an alternative.

Candidates who meet certain criteria are given priority when we shortlist. See our priority status page for details.

We offer a diverse range of benefits to help and support you during your employment. More information can be found on our benefits page.

For an informal discussion about this opportunity, please contact Natalie Anderson, Head of Customer, Library and Registration Services, at [email protected] to request a Microsoft Teams call or phone call.

For work that makes a difference choose East Sussex.

'The best thing about working for East Sussex is knowing every person who works here cares about our residents and wants to achieve the best outcomes for them.' - Casey, Project Officer