Team Leader

3 weeks ago

Liverpool, United Kingdom Home Office Full time

Job summary

Customer Services Group (CSG) brings together Asylum & Protection (A&P), Passports, Citizenship and Civil Registration (PCCR) which includes His Majesty�s Passport Office (HMPO) and General Registry Office (GRO), Visas Status & Information (VSI) and Customer Operations Service Support (COSS).

As a major operational part of the Home Office, we play a vital role in supporting the economy and cultural life of the United Kingdom. This advert is seeking applicants for roles across areas of Customer Services.�

For more information about working for the Home Office, please visit Home Office Careers website.

Our Resolution Centre deals with thousands of enquiries every day, call and email agents deal with a range of customers from those seeking assistance with digital status to the most vulnerable applicants who need assistance to make an application.

Job description

You will be responsible for supporting an EO line manager to lead a team of agents who handle inbound customer telephone calls from the public regarding EU Settlement Scheme and Digital status queries. You will also be responsible for managing a team of agents who handle inbound customer telephone calls and email enquiries from supporting organisations who support some of the departments most vulnerable customers.

You will oversee and have a holistic view of managing a flexible resource across telephony, and multiple email solutions for different workstreams simultaneously. You will be a lead point of contact in case of any platform/software issues that affect/pose a risk to the email service.

Due to business requirements the role is available part-time only.

This role covers 32 hours per week.

Shift options to be decided based on business needs:

Wednesday � 12:30 � 21:00

Thursday � 12:30 � 21:00

Friday � 12:30 � 21:00

Saturday � 8:45 � 17:15

**Between 8pm and 9pm Night Duty Allowance (NDA) is paid as a percentage addition to the hourly plain time rate at 25%**

The successful candidate will be responsible for:

Managing your team�s productivity and customer service quality.Managing your team�s HR, including behavioural and performance deficiencies effectively.Improving performance and developing your team to reach their full potential.Ensuring full contribution to achieving individual, team and unit targets.Working with the senior team, contributing to the management of the unit.During periods of high demand, directly answering phone calls and emails from our customers.Dealing with initial call escalations for agents, serving difficult customers or those with complex needs to determine if early resolution can be achieved, referring promptly to Customer Experience team if unable to do so.Dealing with customer complaints and aiming to resolve issues without needing to progress to formal complaints response procedure.Working collaboratively with the HEO Customer Experience Team to identify any staff training needs and enable acceptable performance levels and quality.Proactively maintaining and building your leadership skills and knowledge of relevant subjects.Completing and providing management information data for trend analysis.Communicating effectively with your teams to ensure that policies and procedures are understood and implemented.Building effective working relationships with key internal and external stakeholders.Reporting to the SEO Operations Manager. Delivering against leadership and customer satisfaction targets.Work in a flexible, hardworking and professional environment that supports health and wellbeing in the workplace.

Person specification

Essential criteria

Experience of working in a fast-paced telephony unitExperience of implementing HR policies and proceduresStrong written and inter-personal communication skillsExperience of supporting staff development

Desirable criteria

Regularly monitor your own work, ability to be self-motivated, proactively multi-task and work using own initiative

Behaviours

We'll assess you against these behaviours during the selection process:

Managing a Quality ServiceDelivering at PaceDeveloping Self and OthersLeadership

We only ask for evidence of these behaviours on your application form:

Managing a Quality Service

Benefits

Learning and development tailored to your roleAn environment with flexible working optionsA culture encouraging inclusion and diversityA with an average employer contribution of

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