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Customer Service Team Leader
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Guidant Global is seeking an experienced Customer Service Team Leader to join the Customer Services Team at Brighton & Hove City Council. As a key member of the team, you will be responsible for leading and inspiring team members to deliver outstanding service, supporting all council services, external stakeholders, and customers that rely on Customer Service Centres, Switchboard, and Reception Units.
Key Responsibilities:- Lead, develop, and manage the customer service teams, fostering a strong, positive, and united team spirit, especially during periods of difficulty.
- Coach and mentor each team member in line with each individual's Personal Development Plan (PDP).
- Conduct team's scheduled 121 meetings.
- Prepare staff and services for times of change, particularly contentious issues, and support and lead the team through change.
- Motivate the team to ensure all are engaged to perform in the most effective way.
- Good problem-solving and analytic skills.
- Experience of line managing staff, prioritizing workloads, and practicing time management.
- Great customer service skills, as you will be the first line of enquiry.
- Brilliant people skills.
- Experience of dealing with difficult members of the public in a customer service environment.
- Excellent and confident communication skills dealing with senior managers, the public, stakeholders, and other staff.
- Experience of working in a local authority environment providing customer services (desirable).
This is a fully on-site based role with no at-home working, and your time will be split between the two Customer Service Centres to meet business needs.
