Customer Support Team Leader

1 week ago

Devon, United Kingdom Devon County Council Full time

Are you passionate about Customer Service and ensuring continuous improvement for your customers? 

Do you enjoy variety, with no two days the same, empowering staff development and liaising with a wide range of services and stakeholders to deliver improved service?

We are looking for a Customer Support Team Leader to help manage the day-to-day operation of the Customer Support Centre, handling over 80 percent of customer interactions at first point via telephone, online and face to face contact. Directly responsible for the performance, coaching and support of up to ten Customer Support Officers, working closely alongside another Team Leader and their team to ensure consistent delivery and approach, this job plays a key role in delivering the .

If you would really like to make a difference – this is the role for you

We are an equal opportunities employer committed to a diverse and inclusive organisation. We welcome applications from all qualified candidates regardless of their age, caring responsibilities, disability, gender/sex, gender reassignment/trans status, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sexual orientation and socio-economic status. We also welcome applications from military veterans and their families

We can offer:
• Generous Local Government Pension Scheme (currently employer contributions of approx. percent).
• Hybrid and flexible working – Part office based, and part home based, following completion of induction. Expectation is 3 days in Newton Abbott office, although flexibility is key.
• A generous flexi scheme with up to 2 days flexi per month that can be taken.
• Free car parking (we also have close access to a mainline train station).
• A refurbished modern zero carbon emissions office space.
• 28 days leave per annum (pro-rata for part-time staff) and public holidays on top.
• Generously discounted membership at Teignbridge District Council Leisure Centres.
• Cycle to Work Scheme.
• Opportunities for career and self-development.
• 24/7 employee discount access and employee assistance support.

The ideal candidate will have:
• Experience within a multi-functional customer service environment at supervisory or management level – organised and used to re-prioritising to meet competing demands.
• Excellent communication skills, able to influence, motivate and collaborate to get the best from your team and the wider organisation to meet customer needs.
• The ability to coach team members to ensure consistent service delivery no matter how the customer chooses to contact us.
• The ability to identify problems, suggest creative solutions and effectively implement service and/or process improvement and change.
• Experience in utilising various systems to manage access and performance against KPI’s, with the ability to accurately collate, analyse and present data to various audiences.
• Knowledge of the principles of the Data Protection Act and how to implement safe information management practices.
• Knowledge of the Equality Act 2010.

Application

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