**How you'll make a difference**:
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Working with the Contact Centre Supervisors, you will help to deliver support, ensuring day-to-day operations run smoothly and providing clear guidance to the Customer Care Officers.

**This post is restricted to permanentand temporary employees of South Gloucestershire Council only**

**What will you be doing?**
- Providing support to staff, you will ensure that team members receive development opportunities and individuals are coached and developed to reach their full potential.
- It will be your responsibility to provide advice to colleagues and customers concerning specialist areas ensuring that advice is clear, accurate and up to date.
- Regularly, you will help customers to access services including directing them to other service providers.
- Using your understanding of processes and procedures, you will act as an escalation point ensuring that relevant problems and issues are resolved and matters requiring further investigation are highlighted and prioritised.
- Occasionally, you will lead short term pieces of work that contribute to larger projects.

**What we need from you**:
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- We require you to have an NVQ Level 3 or equivalent in Customer Service or have equivalent experience with customer service.
- You must have a proven ability to monitor performance and take corrective action, providing coaching, with a focus on results and continuous service improvement.
- It is essential that you have experience of overseeing, coaching and developing staff in the promotion of excellent customer service.
- You will have a good level of general IT skills and the ability to use or be trained in the use of a variety of systems and software packages.
- Please note that due to the nature of this role it is a requirement of employment that a Basic Disclosure and Barring Service (DBS) check is obtained for this post.**How a career at South Gloucestershire Council is different**:
***
- We value our staff as individuals, investing in their careers and we are recognised for the quality, breadth and depth of our **training and development** offer, which helps make the greatest long-term difference in work.
- Office-based, you’ll be **part of a team**. If you need specialist expertise or just a bit of advice from someone who’s been there and done it, it’s right there for you
- As part of our benefits package you will receive **generous annual leave** (pro rata), employee **wellbeing support** and you will have access to a range of **staff discounts**, including eye tests, travel, shopping and leisure activities

Our teams at South Gloucestershire Council are making a real difference to the lives of people who live, work and learn here.
- We're building and shaping communities which people are proud of
- We're planning for the future; building and improving the roads, railways, schools, green spaces, and houses.
- We’re providing essential services across our communities to ensure they are safe and well maintained.

We've achieved a great deal, but we need talented and dedicated people to ensure we continue to make a difference.

**We’re making a difference, be part of it**

This is a 12 month limited term contract**Salary From**:

- £30,296

**Salary To**:

- £33,024

**Hours per week**:

- 37

**Vacancy type**:

- LTC

**Location**:

- Kingswood Civic Centre

**Team**:

- Customer Service - Corporate Contact Centre

**Advertising End Date**:

- 03 Dec 2023