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Team Leader Certificate Operations

3 months ago

Southampton, Southampton, United Kingdom Maritime and Coastguard Agency Full time

Details:

Reference number:

Salary:

- £26,780
Job grade:

  • Executive Officer
    Contract type:
  • Permanent
    Business area:
  • MCA
  • UK Maritime Services
    Type of role:
  • Administration / Corporate Support
  • Contact Centre
  • Operational Delivery
    Working pattern:
  • Fulltime
    Number of jobs available:
  • 2Contents
Location

About the job

Benefits:

Things you need to know

Location

  • SouthamptonAbout the job

Job summary:

_ Are you passionate about delivering an excellent service to customers?_

_Do you have excellent interpersonal and Leadership skills?_

_Would you like a role where you can help make a difference to people's lives?_
If so, we have an exciting opportunity for a Team Leader to manage a Certificate Operations Team within the Maritime and Coastguard Agency (MCA) and we'd love to hear from you


The Maritime and Coastguard Agency (MCA) implements the government's maritime safety policy in the United Kingdom and works to prevent the loss of life and occurrence of pollution on the coast and at sea.


  • Safer lives. Safer Ships. Cleaner Seas._
Our vision is to be a world-leading organisation, accelerating the transition to sustainable shipping with non-negotiable safety standards. We put our people, our customers and our planet at the heart of everything we do.

Job description:


The Maritime and Coastguard Agency (MCA) implements the government's maritime safety policy in the United Kingdom and works to prevent the loss of life and occurrence of pollution on the coast and at sea.

This is a customer facing role within the Seafarer Training and Certification (STC) Branch.

We aim to deliver a high level of customer service by ensuring that certificates issued to seafarers and in respect of vessels comply with the relevant legislative requirements and are issued accurately within the time frame of our service level agreements.


This is a fantastic opportunity to work in a large, critical, national infrastructure programme, where no two days are the same.

You will have the opportunity to build effective relationships with internal and external stakeholders, giving you exposure to all grades.

This role will be based in the Southampton HQ.

MCA supports flexible working and operates a hybrid working model between home and office for this role, giving you greater flexibility over where and when you work.

Details of the arrangement will be discussed further with your line manager.

Your responsibilities include but are not limited to:

Customer Service and Stakeholder management
Monitor and develop customer service skills of all team members. Adopt and promote customer service initiatives within your team and the wider branch.

Management of team's daily workflow, ensuring Service Standards and Quality Standards are met.

Team Management
Manage and deliver the training for all team members to build and maintain a resilient, multi-skilled team.


General performance management of staff alongside other Team Leaders and cover for other teams when their Team Leader is absent, including tasking, training, objective setting and performance appraisal.


Quality
Ensure your team input/record accurate data and produce accurate seafarer documents.


Acting as document controller for Certificates of Competency and other security items, distributing to section staff and Marine Offices as necessary and ensuring effective stock control.


Branch Management


Take an active part in management across the branch by working with other team leaders, your line manager and other managers to make best use of resources.

Attend and provide positive input at the Branch Management and Weekly Strategy Meetings.

Complete the statistical reports as required by Seafarer's training and certification management team.

Including SLA Volume and Trend tracker, daily stats sheets, training matrix and STC quality log, ensuring accurately recorded information is provided in a timely way.

For an in-depth insight into the role, please refer to the Role Profile attached to this advert.

Please note:
This role is offered on a full-time basis only.

Person specification:


To be successful in this role you will need to have experience in line management and the ability to support colleagues and members of staff through challenging times whilst remaining professional to ensure your team and the business meets its objectives.


You will have experience of working within a customer service environment, acting as a customer service champion and ensuring providing a good service is always a priority.


Strong communication skills are key and you can communicate effectively both verbally and in writing with a variety of colleagues, customers and stakeholders, delivering information in a clear, confident, professional manner.

You will have excellent IT skills and a demonstrable knowledge in the use of Microsoft packages, in particular Microsoft Outlook, Excel and Wor