Customer Services Team Leader
3 weeks ago
**Details**:
**Reference number**:
- 231380**Salary**:
- £33,287**Grade**:
- Higher Executive Officer**Contract type**:
- Permanent**Business area**:
- UKHO - Customer**Type of role**:
- Administration / Corporate Support
- Other**Working pattern**:
- Flexible working, Full-time, Job share, Part-time**Number of posts**:
- 1Contents
Location
About the job
**Benefits**:
Things you need to know
Location
- Taunton, South West, SomersetAbout the job
**Summary**:
UKHO Customer Services (CS) Team provides support of all UKHO products, services, solutions and general requests of information from a global spectrum of customers, including but not limited to; distributors, mariners, shipping companies, UK Government, Foreign Governments, Royal Navy, commercial entities, maritime organisations and the general public.
The CS Team Leader plays an important role in supporting the CS Manager in the successful delivery of the CS function to meet UKHO corporate plan objectives.
This role is pivotal in implementing new support services for future requirements whilst maintaining high levels of support for existing products/services and its customer base.
**Job description**:
- The CS Team Leader is an important role in the successful delivery of the Customer Service function to meet UKHO corporate plan objectives and the future vision. They will be expected to manage their own case resolution workload as well as leading a team of Customer Service Analysts in the successful delivery of their objectives. In addition, the post holder will be responsible for managing major incidents, complaints, continuous improvement identification and implementation and general team management responsibilities reporting directly to the Customer Services Manager.**Responsibilities**:
You will be responsible for:
- Obtaining and reviewing system activity reports with the aim of driving continual improvements in all CS processes.
- Inputting into continual improvement processes and reviews, produce reports on products, services and monthly update reports for the team and wider business
- Case Management, to ensure that customer enquiries are resolved effectively in line with divisional objectives.
- Manage operations delivered through the customer service infrastructure and provide assistance directly to customers and members of the team to resolve the most complex problems
- Own, manager and coordinate major incidents and initiate action to maintain or improve levels of service, recognising when issues need to be referred to the wider business or higher levels of management for resolution.
- Management of desk instructions and relevant documents, ensuring that they are kept up to date and meet ISO Standards. Provide out of hours support to the team and customers
- Responding to complaints or escalations and providing customers with a resolution
- Ensure that the voice of the customer is heard and represented across the UKHO, to create a customer centric organisation
- Management of the team resourcing plan and career development to ensure the business has the required skills
- Line Management responsibility including 121s
- Lead, motivate, train and coach Customer Service Analysts to provide the most efficient and professional service to customers and continue the first time fix culture
CS operates 06:00-22:00 Monday to Friday (including public holidays) and is covered by a combination of three shift patterns. The postholder will not be expected to work shifts. However, occasional cover, at the needs of the business, may be required, sometimes at very little notice.
**Person Specification**
Please note that we will only score against the sift and interview criteria and not the essential and desirable information below.
**Essential Criteria**:
Essential:
- At least 2 years experience of working in a customer services role
- Continuous improvement experience
- Ability to analyse information and make considered, timely decisions
- The ability to grasp complex issues quickly, display sound judgment and multi-task, prioritising as appropriate
- Excellent team player
- Excellent time management
- Excellent communication skills, both written and oral with tact and political astuteness
- Good IT literacy
Desirable:
- Previous line management experience
- Proven use of SAP and other MS packages
- Case Relationship Management (CRM) experience
- Knowledge of ADMIRALTY products and Services
- Experience of working within the Maritime industry
**Things you need to know**
- This role is open to full time, part time, job share. The UKHO will consider flexible working or workplace adjustments, where appropriate.
- The role will be contractually based at our office in Taunton. We have embraced hybrid working, recognising it is about what you bring to the role and deliver, not where you work from.
Based on the individual needs of your role, you may need to be in the office. Please discuss in more detail with the hiring manager to underst
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