Team Leader

7 months ago

Islington, United Kingdom CCA Recruitment Full time

**Role: Team Leader**

**Term: Temp to Perm**

**Pay Rate: £20.00 per hour**

**Location: Islington N1**

**Hours: 35 hours per week, Mon-Fri 09.00am-17.00pm**

CCA Recruitment are delighted to be partnering with a London Borough to deliver recruitment for their operations team. The roles requires collaborative working with the prospect of managing any of the team which may be based anywhere in the service - including Hubs and what is currently Front of House, Cashiers, Access Team and Parking.

**Do you have great team management experience within a customer focused contact centre?**

**Are you able to develop a customer service team and lead by example?**

**Is your aim to give local residents the best experience possible?**

As a Team Leader working for the local authority your team will be first point of contact for any residents with any questions or issues. To ensures that they receive a timely and positive response to their contact with the council team, achieving performance targets and high rates of satisfaction. On occasion residents may be vulnerable or stressed and your goal must be to do everything possible to ensure a positive experience.

The Team Leader role offers fantastic career development opportunities for employees who want to learn and progress within the London Borough.

Duties of the Team Leader will include:

- To lead a team to deliver an early intervention and prevention offer through a triage based service, whilst making every contact count based on the residents needs and experiences. Team Managers will move away from supporting their teams to facilitate customer transactions and instead encourage their staff to offer a coherent and strengths-based approach to ensure a wrap-around support service is offered to those who need it most.
- The Team Manager will be integral in leading and supporting their team to deliver a seamless service, whilst ensuring that support and guidance is available to their team to provide tailored services to local people, families and communities.
- You will provide on-hand support and day-to-day leadership of Advisors to work productively and collaboratively. You are expected to lead and manage a team of around 12 to 15 Agents, ensuring residents are at the heart of everything we do.
- Build strong working relationships with senior managers and their staff in order to gain their full involvement in all stages of service delivery using strong interpersonal skills in order to negotiate and influence priorities and also to resolve conflicts where necessary.
- Work in a consultative manner with multiple stakeholder groups, internal and external to the organisation, promoting the model. This role will also be integral to the delivery of the Resident Experience Programme and its objectives.

**Key Accountabilities of the Team Leader**:

- As a member of the wider management team, Team Managers must ensure the key objectives and deliverables of the Resident Experience Division’s business plan are met
- Create and maintain a high performance culture with a focus on quality and strengths based approach conversations throughout the promotion of the We Are Islington triage approach.
- Ensure Advisors are aware of, and adhere to, all appropriate corporate and local policies required of them while employed by the Council. Work productively and collaboratively with other Team Managers and resources to ensure that performance is optimised and meets the needs of the local people, families and communities.
- Through planning and managing team resources well, proactively identify areas of pressure on the service, raise appropriately and make or suggest adjustments to mitigate the impact on performance.
- Use the workforce management system appropriately to aid in the day to day management of resources ensuring it is updated accurately and in a timely manner.
- Using a range of technology and management information available, actively identify, support and intervene where necessary to emerging issues that may exist with a call or other form of customer contact.
- Ensure all agreed stakeholder and/or contact centre processes are followed and all associated ICT systems are used correctly by the Team.
- Take escalated complex or complaint calls/contacts from customers referred via Advisors, managing the resolution and/or customers’ expectations appropriately.
- Ensure all financial transactions and procedures and the controls and checks in place for these are carried out in accordance with the relevant process or procedure.
- Ensure access to all restricted areas, financial records and documents (including cheques and controlled stationery) is secure and controls and checks in place are completed or carried out in line with the current process.
- Lead and manage the team ensuring all team and individual objectives are met
- Regularly update and share with the Team feedback on performance and quality.

Experience of working within a leadership role within a contact ce

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