Case Services Team Leader

7 hours ago

Guildford, Surrey, United Kingdom Guildford Borough Council Full time
{"h2": "Case Services Team Leader - Regulatory & Parking Services", "p": "At Guildford Borough Council, we are committed to delivering exceptional experiences to our customers. As the Case Services Team Leader, you will play a pivotal role in managing a team of dedicated caseworkers, ensuring that cases are handled efficiently and effectively. Your primary responsibility will be to respond to and resolve service requests from external customers, leveraging your technical knowledge, adherence to business rules, and familiarity with statutory guidance. Key Responsibilities: * Lead your team in promptly addressing service requests, utilizing technical expertise and established workflows. * Maintain a high standard of service by ensuring attention to detail and accuracy throughout the case resolution process. * Encourage self-service options where appropriate to enhance efficiency. * Ensure meticulous records are kept using our systems. * Handle cases spanning various council services, with a specific focus on Parking, Environment, and Regulatory matters. * Collaborate with the Head and Deputy Head of Customer, Case & Parking Services to continuously improve work processes, standards, and compliance. * Manage case resolution timelines, striving for quick and effective resolutions. * Conduct quality checks and provide training and support as needed. * Work closely with Customer Services and Specialist Services to ensure seamless handoffs. * Uphold agreed-upon performance metrics and address any issues promptly. Essential Criteria: * Proven ability to lead a team with experience in all aspects of people management, including effectively managing performance, setting targets, and dealing with issues as they arise. * Experience in setting, maintaining, and monitoring standards of accuracy, diligence, and service delivery. * We are seeking applicants who are educated to NVQ level 3 / A Level standard or have experience in the service area. Desirable: * Professional business qualification * Part-qualified in a specialist service qualification or working towards this * Experience in selection and recruitment Appointment Type: Permanent Position Full Time/Part Time: Full-time Job Category: Customer, Case and Parking Services Hours Location: Millmead House, Millmead, Guildford GU2 4BB Salary Min: Grade 6 - £41,110 Salary Max: Grade 6 - £48,519 DBS Security Clearance Level Required: Basic (if access to either GCSX or Open Revenues) Closing Date: 21/07/ Ref No Documents:
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