Customer Delivery Team Leader

5 months ago

Ayr, United Kingdom Animal and Plant Health Agency Full time

**Details**:
**Reference number**:

- 303002**Salary**:

- £25,915 - £27,116- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Ayr, Galashiels, Inverness, Inverurie, PerthAbout the job

**Job summary**:
The Animal Plant Health Agency (APHA) is a government agency that sits within the Department for Environment, Food and Rural Affairs.

We have an exciting opportunity for a Team Leader to join our Customer Delivery Team in Scotland.

As Customer Delivery Team Leader, you will provide the lead on a specific area of work within APHA Scotland Field Services.

This will involve:

- Leading and managing a Customer Delivery Team to successfully deliver key targets, meeting the needs of policy and end-user customers.
- Managing the performance, conduct and attendance of the team, reviewing performance on a regular basis and, where necessary, establishing performance improvement plans.
- Responsible for embedding new admin processes and procedures, remaining flexible to adapt to different tasks as the situation demands.
- Provide input into regular management meetings, and into wider APHA programmes when required.

**Job description**:
As Customer Delivery Team Leader, Your role will involve a wide range of tasks and responsibilities including, but not be limited to the following:
**Performance Management**:

- Taking responsibility for the team and its output.
- Achieving through the team, ensuring capability for all via coaching and training.
- Tackling poor performance and rewarding and recognising good performance.

**Target delivery**:

- Ensuring work is delivered on time and at the required level.
- Raising issues as and when appropriate.
- When targets are in jeopardy, escalating to senior management.

**Leading change**:

- Ensuring that those within the team are kept informed of relevant process changes and the reasons for them.
- Ensuring that the team are upskilled and can implement new ways of working and do so effectively.
- Providing support to the senior management team and showing commitment to APHA.

**Administrative support**:

- Supervising the delivery of various administrative duties to the immediate team and wider team when required.
- Ensuring accurate records are kept and updated accordingly.
- Ensuring actions are carried out in accordance with the procedures and within the necessary timescales.
- Providing support and guidance to others (internally and externally) on procedures and practices.

**Responding to emergencies**:

- Being flexible to adapt to changing situations across Scotland and responding with energy and commitment to take on additional tasks that may be outside the normal day to day duties.
- Motivating those in your team to respond to changing demands, providing support and guidance.

**Support and Training**

**Working Arrangements**

**Additional information**:
Out of hours work may be required in the event of an incident.

**Person specification**:
**Key Skills and Experience**:

- Experience of leading and managing a team.
- Good planning and organisational skills.
- Ability to meet targets.
- Good communication skills.
- Positively responds to change.
- Effective team working.
- Good IT skills - familiar with the use of Microsoft packages Outlook, Word, Excel and MS Teams.

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

- Leadership
- Managing a Quality Service
- Working Together
- Delivering at Pace
- Leadership

**Benefits**:

- Alongside your salary of £25,915, Animal and Plant Health Agency contributes £6,997 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.- Automatic enrolment into the Civil Service Pension Scheme, with an average employer contribution of 27%.
- A minimum of 25 days of paid annual leave, increasing by 1 day per year up to a maximum of 30.
- An extensive range of learning & professional development opportunities tailored to your role
- Access to a range of retail, travel and lifestyle employee discounts.
- A hybrid office/home based working model where staff will spend a norm of 40-60% of their time in the office (minimum of 40%).

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.**Application Process**

**Sift**

Sift and interview dates to be confirmed

**Interview**

**Reserve List**

A reserve list may be held for a period of 12 months from which further appointments can be made.

**Merit Lists**

**Salary**

**Location**

**Reasonable Adjustment**

If a person with disa

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