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Customer Services Team Leader in Newport

3 months ago

Newport, United Kingdom Newport City Council Full time

Job Purpose

To manage teams of Contact Centre / Face to Face Customer Service Officers and ensure that a high level of customer service is provided to customers of Newport City Council and other Face to Face Centre partners.

Key result areas

To manage teams of Contact Centre / Face to Face customer service officers, ensuring that agreed targets are met.

To ensure appropriate resources are planned in order to maintain services.

To liaise with service areas and appropriate partner organisations to ensure that the information provided by the centre is the most up to date and that the number of enquiries that can be dealt within the centre is maximised.

Ensure the prompt supply of information from service areas and partners to allow outstanding enquiries to be completed.

To ensure service delivery complies with council policy and the policies of partner organisations and to take appropriate action where this is not the case.

To provide performance information to Senior Managers and Members as required.

To ensure that employees remain motivated and provide a high level of customer service.

To actively support the Contact Centre Manager in ensuring the security of customers, employees and other visitors to the Face to Face Centre.

To ensure effective management of employees within the team, ensuring that all legal obligations and policy objectives are met.

To lead the team, by example, when dealing with members of the public by providing a high level of customer service and following agreed procedures.

To actively support the Contact Centre Manager in ensuring the A-Z services are fit for purpose.

To monitor the performance of team members, identifying and following up on any necessary training requirements.

To actively support the Contact Centre Manager by continually reviewing and implementing process improvements and by implementing any required changes.

To ensure the principles of confidentiality are embedded with the service and that staff are fully aware of their obligations.