Customer Services Team Leader in Newport

1 month ago


Newport, 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.


  • Newport, Newport, United Kingdom Newport City Council Full time

    Newport is a vibrant, forward-thinking city steeped in rich industrial heritage that recently has proved it can re-establish and adapt itself as a centre of modern industry and commerce. Newport City Council's Environment and Public Protection service area brings together various services such as waste and cleansing, grounds, community protection, parks and...


  • Newport, Newport, United Kingdom Newport Bus Full time

    New Career? Join our team at Newport Bus and become an important part of the life of the city of Newport. Newport Bus has been bringing a vital service to the city and the surrounding areas for over 120 years - your turn to join the Green Revolution. There are exciting changes ahead in our business as we develop our network. As a bus driver, you get to be...


  • Newport, Newport, United Kingdom Newport City Council Full time

    Newport City Council Childrens Services are seeking inspirational and dynamic social worker who are able to make positive contributions to transform the lives of the families we work with. You will work within a service focused on person-centred and strength based approaches committed to achieving Wellbeing outcomes that enable families to safely live...


  • Newport, Newport, United Kingdom Newport Bus Full time

    New Career? New Company? It's time to join the team at Newport Bus and become an important part of the life of the city of Newport. We've got a £1500 joining bonus if you are already a PCV driver Newport Bus has been bringing a vital service to the city and the surrounding areas for over 120 years - your turn to join the Green Revolution. There are...


  • Newport, Newport, United Kingdom Newport City Council Full time

    Newport is a vibrant and forward thinking city which is steeped in a rich industrial and cultural heritage. The Council plays a pivotal role delivering services to residents, businesses and visitors ensuring everyone can contribute towards making Newport a safe, sustainable and resilient place to work and live. Over the last 5 years, Newport has continued to...


  • Newport, Newport, United Kingdom Headway Full time

    Residential Children's Services Team LeaderLocation: NewportContract Type: Full-time, permanentSalary: Unqualified: Up to £30,273.36with sleep in shiftsQualified: Up to £31,952.96 with sleep in shiftsSpecific Hours: 38 hours per weekHeadway Adolescent Resources were formed in 1999 and has established a good reputation in the residential adolescent...


  • Newport, Newport, United Kingdom Newport City Homes Full time

    About Newport City Homes: Newport City Homes (NCH) has a significant presence in South-East Wales, we have a responsibility to make sure our customers, communities and colleagues are given opportunities to grow and succeed as we respond to the significant challenges ahead. Here at NCH, our true responsibility is to ensure that we create an environment that...


  • Newport, Newport, United Kingdom Newport City Council Full time

    An exciting opportunity has arisen for an enthusiastic, influential, and self-motivated individual to join Newport City Council's Finance Team, as a Lead Finance Business Partner. In line with the business partnering approach Newport City Council has adopted, you will be working closely with a portfolio of services within the Transformation & Corporate...


  • Newport, Newport, United Kingdom Focus Resourcing Group Full time

    We are looking to recruit due to growth for our established company based in Newport an experienced Customer Service Executive who can also speak fluent Spanish.The role will be working in a small team of established customer service executives and will be dealing with clients queries from initial phone call through to resolution click apply for full job...


  • Newport, Newport, United Kingdom Speedy Hire Full time

    Customer Service Executive - Newport - Monday to FridaySpeedy are the UKs leading hire provider with the widest range of tools, specialist hire equipment, plant and support services everything for every job As a Customer Service Executive, you will be based at onsite with one of our major customers, working and representing Speedy click apply for full job...


  • Newport, Newport, United Kingdom Newport City Council Full time

    Arabic Level 2 Bilingual Teaching Assistant 1 Temporary Fixed Term Post to March 2025 Newport City Council is looking to appoint a highly motivated and dedicated person to its support service team Gwent Education Multilingual Service (GEMS). You will be a part of the Authority's integrated inclusive provision for pupils from a global majority background...


  • Newport, Newport, United Kingdom Rock managed services Full time

    Job Title: Gas Service and Repair Engineer Location: Newport Salary: Price Per Job Job Type: Sub-Contract We are currently seeking a qualified Gas Engineer to join our team. The successful candidate will be responsible for installing, maintaining, and repairing gas systems and appliances for our clients in the Newport area click apply for full job...


  • Newport, Newport, United Kingdom Newport City Council Full time

    Newport City Council is looking to recruit a Senior Planning Policy Officer within the Regeneration and Economic Development service area. This is an exciting opportunity for the right person to help shape the future development of the City and play a key role in delivering the Council's regeneration and growth aspirations as well as protecting our best...

  • Site Supervisor

    1 day ago


    Newport, Newport, United Kingdom Newport City Homes Full time

    About the Role:Newport City Homes is seeking a highly skilled and experienced Site Supervisor to join our team. As a Site Supervisor, you will be responsible for ensuring the safe and secure environment of our 55+ independent living schemes.Key Responsibilities:Provide a safe and secure environment across our 55+ independent living schemes.Manage the daily...

  • Site Supervisor

    1 day ago


    Newport, Newport, United Kingdom Newport City Homes Full time

    About the Role:Newport City Homes is seeking a highly skilled and experienced Site Supervisor to join our team. As a Site Supervisor, you will be responsible for ensuring the safe and secure environment of our 55+ independent living schemes.Key Responsibilities:Provide a safe and secure environment across our 55+ independent living schemes.Manage the daily...


  • Newport, Newport, United Kingdom Newport City Council Full time

    Job Purpose:To work as part of a team, delivering high quality care and support to children and young people. To show commitment to providing a consistent, caring, nurturing environment where individuals feel safe and valued and are encouraged to develop holistically. To work in compliance with regulatory requirements and Newport City Council policies and...


  • Newport, Newport, United Kingdom Speedy Hire Full time

    Mobile Mechanic - NewportMon - Fri Speedy are the UKs leading hire provider with the widest range of tools, specialist hire equipment, plant and support services everything for every job Based at our customer site in Newport, the Mobile Mechanicplays a key role in our operations, ensuringequipment service schedules are up to date and responding to our...

  • **Estates Manager

    4 days ago


    Newport, Newport, United Kingdom Newport City Homes Full time

    About the RoleWe are seeking an experienced Estates Manager to join our Property & Place team at Newport City Homes. As a key member of our team, you will be responsible for driving high-quality service delivery and achieving excellent operational and commercial performance.Key ResponsibilitiesLead a large team within the Property & Place directorate,...


  • Newport, Newport, United Kingdom Newport City Council Full time

    Job Purpose:To work as part of a team, delivering high quality care and support to children and young people. To show commitment to providing a consistent, caring, nurturing environment where individuals feel safe and valued and are encouraged to develop holistically. To work in compliance with regulatory requirements and Newport City Council policies and...


  • Newport, Newport, United Kingdom Blakemore Retail Full time

    Contract type: PermanentLocation: Bettws, Newport, GwentShifts: Mon 2pm-10pm, Tue 3pm-10pm, Thurs and Sat 7am-2pm Hours: Min 29 Hours P/W - possibly more hours when the store needs.Salary: £12.50 p/h plus opportunity to earn a bonus and excellent benefitsAre you a dynamic and experienced Leader/Supervisor ready to help at our award-winning Bettws, Newport...