Customer Access Team Leader

**Job Advert**:
**Salary**:Grade 8, (£30,873-£36,841) per annum
**Hours**:Full time, 37 hours per week
**Place of Work**:Dereham
**Basis**:Permanent and fixed term (12 months)

**Would you like a job where what you do**:

- ** Makes a difference** **to**the quality of customer-focused services delivered across all access channels at Breckland Council.
- ** Allows** **you to** the quality of customer-focused services delivered across all access channels at Breckland Council.
- ** Creates** opportunities for continuous improvement, transformation, and positive change within customer services.

**You will**:

- Provide day-to-day leadership and direction to the Customer Access Officers, supporting their performance, development, and wellbeing.
- Ensure consistent delivery of high standards in customer service across all contact channels.
- Foster a collaborative culture within the team and across service areas to resolve customer issues effectively and efficiently.
- Build and maintain strong working relationships with internal departments, partners, and stakeholders to help shape and improve service delivery.
- Use data and customer insight to identify trends, risks, and opportunities for service improvement and proactively develop innovative, solution-based approaches.
- Lead and contribute to service-wide and corporate projects, ensuring the voice of the customer is embedded in decision-making and outcomes.
- Support the delivery of strategic priorities within Customer Services, including digital transformation, channel shift, and customer access improvements.

**About you**:
**Collaborative**
- I encourage individuals and teams to work, learn and deliver together.
- I make sure people feel trusted, valued, informed and supported.

**Ambitious**
- I act as a role model, leading by example: motivating, influencing and inspiring others.
- I am motivational and drive positivity.

**Results-driven**
- I recognise good performance and take the time to thank, praise and celebrate achievements.
- My team are clear on what they need to achieve.
- I look for opportunities to develop people and nurture future talent.

**Empowering**
- I make sure individuals have control and a sense of purpose about their work. Work should make people feel good.
- I empower everyone to work in the most effective way, trusting in their ability to deliver, and encourage individuals to have the confidence to challenge in a safe space.

**Supportive**
- I help create an environment where individuals feel comfortable to be themselves and where they feel heard, included and valued.
- I promote and regularly check on individual's mental health and wellbeing.
- When individuals are finding things hard, I give them chance to talk and give them the help and support they need.

**OK, I'm interested...but is it really the job for me?**:
As a Customer Access Team Leader, you will:

- Lead and motivate a customer-facing team in a fast-paced environment.
- Need excellent interpersonal and communication skills, with the ability to influence and build relationships at all levels.
- Demonstrable resilience, with the ability to manage competing priorities and support your team through change.
- Use your strong problem-solving skills and need a solution-based mindset.
- Have a passion for customer service and continuous improvement.
- Need experience of contributing to or leading project work, ideally within a public service setting.
- Have a collaborative approach with a track record of working effectively across services.
- Knowledge of local government services is desirable but not essential.

**Closing date**: 9am Monday 16th June