A local authority are looking for a Customer Service Team Leader within their Supporting People Team.
Customer Service Team Leader - Role objective:
Reporting to the Customer Service Manager, to manage, develop and support a team of Customer Services Advisors and Administrative Support Assistants responding to requests for information, advice and services delivered by electronic means, principally over the telephone.
Customer Service Team Leader - Key accountabilities:
" To work with other members of the Customer Service Centre Management Team in support of the planning and development of future operations.
" To monitor and manage the changing needs of the service, making recommendations for service improvement and implementing those improvements to the satisfaction of customers.
" To liaise effectively with both Customer Service Centre based staff and representatives of other service/departments/organisations associated with the CSC.
" To undertake the induction, training and development of the team and manage, monitor and report on the team's performance.
" To uphold the departmental equal opportunities and health and safety policies, ensuring their understanding and implementation by staff for whom you are responsible, if appropriate.
" To undertake the duties of a Customer Service Advisor as and when required.
Customer Service Team Leader - Experience:
" Ability to demonstrate the skills required for effective supervision of a contact centre team.
" Good written and verbal communication skills, both with internal and external customers and staff.
" Experience of working in a customer service environment.
" Ability to continuously learn new processes and develop appropriate skills.
" A level of numeracy and literacy which includes the ability to work with decimal points and the ability to sort alphabetically.
" Ability to work independently and make effective decisions
" Ability to recruit, select, induct, appraise, train, supervise and motivate staff.
" Ability to use initiative in a busy and changing environment and in devising and using office systems.
" Understanding of the need for confidentiality and compliance with service regimes.
" 4 GCSE passes (Grade C or above) or equivalent, including Maths and English
" 37 Hours per week
" Opening hours are 08:00-17:30 Monday to Thursday and until 5pm on Friday, shifts will be worked on a rota basis between these hours.
Customer Service Team Leader - Additional information:
Location: Bedworth CV12 8LL
Minimum 12 x Months