Business Services Team Leader

Your New role

Here at Highways England, we currently have an exciting new opportunity for a Business Services Team Leader to join our team in either our Manchester or Warrington. Within this role, you will be responsible for managing a small team who deliver high levelcustomer correspondence within the business and ensuring it is delivered within the SLA’s outlined.

What you’ll be leading on
- Managing the customer correspondence team, drafting responses and responding to stakeholders both internally and externally.
- Monitor and coordinate the flow of information into the team inbox, ensuring that all requests are actioned appropriately to agreed timescales.
- Gather and analyse correspondence data, drawing information from a variety of sources, to produce reports, presentations and other documents inclusive of recommendations to support management decision making.
- Manage and deliver allocated project work, ensuring it is delivered in accordance with the brief. Invite challenge, present robust recommendations and escalate concerns to the delivery lead or line manager (as appropriate).
- Act as a line manager to three administrative staff, completing appraisals throughout the year and as required by the annual performance review process, to effectively manage performance, development and absence.
- Lead, motivate and develop team in providing proactive and flexible support to time and quality; build capability to meet developing business needs and improve resilience.

To be Successful
- Experience within a customer service environment
- Excellent communications skills both written and verbal
- Experience of drafting complex correspondence
- Strong stakeholder management
- Excellent organisational skills
- Ability to manage difficult conversations and complaints

A bit about us

Making sure our customers have safe and reliable journeys is at the heart of everything we do in Operations. We keep the roads open for business and play a key role in making sure the network we manage is fit for purpose today and for the future.

**About Us**

At National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. We’re proud that as an organisation we are continually striving to dobetter and actively encourage and support our colleagues to do the same with their careers.

Our benefits package

Our total reward package includes basic salary, the potential for a performance related bonus, and employer pension contributions of up to 10%.

We also offer:

- Annual Leave starting at 26 days (plus Bank Holidays) rising by 1 day each year up to 31 days (plus Bank Holidays)
- Flexible hours and blended working between base location/home
- Life assurance of 4 times annual salary
- Health and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders. Plus access to a wellbeing app to enhance your self-care 24/7, Occupational health service and flu vaccines
- A cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travel
- Significant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience

And we are:

- Family friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilities
- Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme

Community friendly - offering paid leave to volunteer, 3 days basic/year plus an extra 3 days to support the national Covid effort

So if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it - then you’ll be a great fit for our organisation

And finally we reserve the right to close before the advertisement expires