Customer Services Team Leader

**Details**:
**Reference number**:

- 434085

**Salary**:

- £38,005 - £41,065
- A Civil Service Pension with an employer contribution of 28.97%

GBP

**Job grade**:

- Higher Executive Officer- Band 4

** Contract type**:

- Permanent

** Business area**:

- HSE - Operational Services Division (OSD)

** Type of role**:

- Contact Centre
Operational Delivery

** Working pattern**:

- Flexible working, Full-time, Job share, Part-time

** Number of jobs available**:

- 1

**Contents**:

- Location
- About the job
- Benefits
- Things you need to know

** Location**:

- Bootle

** About the job**:
** Job summary**:

- This post is within HSEs Customer Services Team / Building Safety Division (BSD) reporting to the HSE Customer Services Operations Manager. HSEs Customer Services Team is a high volume, fast-paced, operational, front-line team, and we are looking for a motivated and dedicated customer focused Team Leader, to manage a team of approximately 10 responsible for delivering excellent customer service to residents and building professionals within the Building Safety Regulator sector.
- **Working pattern**
- Part time working hours are available for this role. We can accept part time applicants who can commit to working a minimum of 30 hours per week.
- **Travel**
- As part of the role you may occasionally be required to attend any of the HSE office locations. This may occasionally necessitate overnight stays with travel and subsistence provided.

** Job description**:

- With a world-class reputation for safeguarding the health and safety of people at work, HSE is adapting and evolving to meet the new challenges ahead. Effective leadership of Customer Service Teams is of critical importance in the role, alongside performance management and driving a culture of excellence.- Lead the team under your control to maximise efficiency and effectiveness
- Embed a high-performance culture across your team and support other leaders in achieving the same goal
- Support the Operations Manager in effective business planning
- Possess excellent communication skills to support teams and individuals through changes in service provision
- Manage a front line team effectively, in a fast paced operation, despite conflicting priorities
- Support team members in making complex decisions
- Ensure a high quality of work throughout the team and Use data to drive service and team improvements
- Challenge current service provision to drive improvements **
Person specification**:

- We are looking for motivated and talented individuals with a commitment to learn about new areas of work and responsibility, and to build on their skills and knowledge with the Building Safety Regulator and HSE in general. You must have extensive Customer Service Team Leader experience in a Contact Centre environment, with a strong knowledge of telephony system administration. You should also be able to demonstrate the attributes and behaviours contained in the Civil Service Leadership Statement.
- **Essential Skills and Criteria**
- You will need to demonstrate skills and experience in the following areas:

- Experience leading a Customer Service Team in a Contact Centre environment, including a strong knowledge of telephony system administration
- Line management experience with an ability to deal with performance management, absence management and personnel issues including stakeholder management whilst maintaining service delivery
- Proven written and verbal communication skills
- Change management and change implementation experience, including people development
- Ability to deal with complex operational problems, managing to a successful resolution
- Proficient IT skills including Microsoft Dynamics, SharePoint and Microsoft Office** Qualifications**:

- You will need to have a NEBOSH Certificate (National Examination Board Certificate in Occupational Safety and Health) or be willing to obtain this qualification within a reasonable length of time which we consider to be within the first 12 months of service. The NEBOSH course is run through Civil Service Learning as an intensive two week course, further appropriate study time will be allowed during work hours. Failure to achieve the NEBOSH qualification within the required timescale and with a maximum of two attempts, will result in your contract being terminated.

** Behaviours**:

- We'll assess you against these behaviours during the selection process:

- Developing Self and Others
- Leadership
- Managing a Quality Service**Benefits**:

- Alongside your salary of £38,005, Health and Safety Executive contributes £11,010 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an employer contribution of 28.97%- ** We invest in our people with;