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Customer Support Team Leader

2 months ago

Devon, United Kingdom Devon County Council Full time

About the Role

We are seeking a highly skilled and experienced Customer Support Team Leader to join our team at Devon County Council. As a key member of our Customer Support Centre, you will play a vital role in delivering exceptional customer service and ensuring the smooth operation of our day-to-day activities.

Key Responsibilities

  • Manage the day-to-day operation of the Customer Support Centre, handling customer interactions via telephone, online, and face-to-face contact.
  • Directly responsible for the performance, coaching, and support of up to ten Customer Support Officers.
  • Work closely with another Team Leader and their team to ensure consistent delivery and approach.
  • Identify problems, suggest creative solutions, and effectively implement service and/or process improvement and change.
  • Utilize various systems to manage access and performance against KPI's, with the ability to accurately collate, analyse, and present data to various audiences.
  • Knowledge of the principles of the Data Protection Act and how to implement safe information management practices.
  • Knowledge of the Equality Act 2010.

What We Offer

  • Generous Local Government Pension Scheme.
  • Hybrid and flexible working – Part office based, and part home based.
  • A generous flexi scheme with up to 2 days flexi per month.
  • Free car parking.
  • A refurbished modern zero carbon emissions office space.
  • 28 days leave per annum (pro-rata for part-time staff) and public holidays on top.
  • Generously discounted membership at Teignbridge District Council Leisure Centres.
  • Cycle to Work Scheme.
  • Opportunities for career and self-development.
  • 24/7 employee discount access and employee assistance support.

Requirements

  • Experience within a multi-functional customer service environment at supervisory or management level.
  • Excellent communication skills, able to influence, motivate, and collaborate to get the best from your team and the wider organisation.
  • The ability to coach team members to ensure consistent service delivery.
  • The ability to identify problems, suggest creative solutions, and effectively implement service and/or process improvement and change.
  • Experience in utilising various systems to manage access and performance against KPI's.
  • Knowledge of the principles of the Data Protection Act and how to implement safe information management practices.
  • Knowledge of the Equality Act 2010.