Customer Fulfilment Centre Group Leader

Job description

We are passionate about our Customer Experience Strategy which puts customers at the ‘heart of everything’ we do and sets out our vision to achieve the best possible experience for our customers, whoever they are (residents, businesses, partners or suppliers) and whenever they deal with us.

We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.

We are open to flexible working patterns and can provide a hybrid working environment which utilises the best of both worlds with a mix of office working in central Reading and homeworking according to the needs of the Service.

**About the role**

Working in this fast paced, dynamic and diverse group, you will have overall responsibility for a team of Advisors and Snr Advisors across multiple channels and services. In addition to the day-to-day management of a team, you will ensure the team’s day-to-day servicing and administration is completed in a timely, accurate and effective manner in-line with service targets.

**What will the role of a Customer Fulfilment Group Leader entail?**
- Lead, motivate and support a team in delivery of required business KPI’s
- Provide technical expertise and support to both internal and external customers
- Proactively coach and develop individuals to increase overall efficiency across the Customer Fulfilment team
- Be the first point of contact for supporting the resolution people issues of any type which arise on your team.
- Manage attendance and timekeeping ensuring any discrepancy is either escalated to you, or addressed by your direct reports.
- Ensure that any customer complaints are identified and handled in accordance with agreed process
- Complete staff appraisals and monthly 1-1s with team members
- Build positive relationships and contribute to a collaborative working environment
- Attend planning and variance meetings with leaders to ensure the team is prepared for up-coming events.

You’ll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you’ll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place.

Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this:
**Work Together as one team** - work collaboratively, with each other and with our partners, and demonstrate the Team Reading values in everything we do

**Drive Efficiency** - show initiative, be adaptable to change and put forward ideas to help improve delivery and efficiency. Take responsibility for our own learning and development and for reaching our potential

**Be Ambitious** - be demanding of our own performance - striving to be even better - and be prepared to engage with and challenge leaders in a constructive and positive way

**Make a Difference to Reading** - maintain the highest levels of customer service and be flexible and willing to provide the services needed at the time they are needed

**About you**

This role would suit a hands-on leader, with experience in a customer facing management role, an effective communicator who is able to work collaboratively with others and motivator who is ambitious for their department and developing their skills and expertise.

**The successful Customer Fulfilment Group Leader will**:

- Have experience in leading and managing a Customer Service Team.
- Have experience in Local Authority or similar organisations.
- Has the ability to work in a fast-paced environment.
- Experience with different CRM systems and databases.
- Experience in leading teams and managing people.
- Have exceptional organisational, analytic, and problem-solving skills.

**Our offer**

We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition is strongly encouraged, and you’ll get a great feel for that working in our friendly and collaborative environment.

A competitive salary alongside a range of benefits including:

- Generous holiday entitlement - 25 days holiday each year plus bank holidays - rising to 33 days after 10 years' service, with the option to buy additional leave
- A wide range of flexible working opportunities
- Modern working environment at the Civic Offices in the heart of Reading
- Local Government Pension Scheme (LGPS)
- Life Assurance - three times your annual salary (for members of the LGPS)
- On-site day nursery (Kennet Day nursery) rated outstanding by Ofsted, and a salary sacrifice scheme to help lower the cost of your nursery fees
- Season Ticket Loan - to help with the cost of your rail/ bus