Case Services Team Leader

3 weeks ago

Guildford, Surrey, United Kingdom Guildford Borough Council Full time
Job Summary

We are seeking a highly skilled and experienced Case Services Team Leader to join our team at Guildford Borough Council. As a key member of our Customer, Case and Parking Services department, you will play a pivotal role in managing a team of dedicated caseworkers and ensuring that service requests from external customers are handled efficiently and effectively.

Key Responsibilities
  • Case Resolution: Lead your team in promptly addressing service requests, utilizing technical expertise and established workflows.
  • Customer Focus: Maintain a high standard of service by ensuring attention to detail and accuracy throughout the case resolution process.
  • Self-Service Promotion: Encourage self-service options where appropriate to enhance efficiency.
  • Record Keeping: Ensure meticulous records are kept using our systems.
  • Service Coverage: Handle cases spanning various council services, with a specific focus on Parking, Environment, and Regulatory matters.
  • Team Management: Collaborate with the Head and Deputy Head of Customer, Case & Parking Services to continuously improve work processes, standards, and compliance.
  • Workflow Efficiency: Manage case resolution timelines, striving for quick and effective resolutions.
  • Quality Assurance: Conduct quality checks and provide training and support as needed.
  • Interdepartmental Coordination: Work closely with Customer Services and Specialist Services to ensure seamless handoffs.
  • Performance Standards: 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 Criteria
  • Professional business qualification.
  • Part-qualified in a specialist service qualification or working towards this.
  • Experience in selection and recruitment.

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