Purpose of Job
* To lead and manage a small team of Customer Service Officers, handling a range of customer enquiries and service requests across a range of channels (telephone, face to face and digital), providing information, resolving issues and dealing with varied transactions
* To ensure excellent customer service is provided and that customer experiences are easy, effective and convenient.
* To manage a team to provide the best possible first impression of the council, being professional and positive, maintaining ownership of customer enquiries and ensuring they are kept up to date and deputising for the Team Leader.
Key Accountabilities
1. To manage a team of Customer Service Officers, ensuring they provide a consistent and professional service, and are an effective first point of contact for the customer, dealing with a range of enquiries and service requests
2. To ensure all Customer Service Officers have a customer focused approach to customer service, with an emphasis on resolution at the point of first contact.
3. To ensure the team makes a positive impression on each and every customer, that customer feedback is sought and acted upon
4. To monitor and manage the team’s performance, using real time analysis dealing with issues and escalations, and escalating significant matters to the Team Laeder as required.
5. To support and provide training for the team, including coaching, mentoring and other ‘on the job’ training.
Essential Criteria
* GCSE (Grade C or higher in one or more of English Language, IT and Maths, and a Recognised Business Qualification (e.g. NVQ level 3) or relevant work experience.
* To have experience working in a busy customer service environment
* To have some experience of leading and managing a team in a fast paced challenging environment
* To have a strong customer focus, listening and problem solving skills
* To be flexible and sensitive to the diverse needs of customers in providing information and dealing with service requests
* To have experience in delivering effective training and coaching
* To have ability to build relationships across teams and organisations to enable successful outcomes for customers.
* To have proven ability to work on own initiative, taking ownership of team performance and driving up performance
Please apply with your updated CV ensuring that any gaps in employment are explained.
At this point, may we take this opportunity to thank you for the interest you have shown in this role. Unfortunately, due to the high volume of applications that we receive, it is not always possible to respond to everyone. Therefore, unless you hear from us within the next 7 days, your application for this vacancy will have been unsuccessful
Salary description
£16.62 - £16.62 per hour