Customer Services Team Leader Registration Service

1 day ago

Harlow, United Kingdom Essex County Council Full time

**This is a full time role, fixed term initially for 6 months. The role involves occasional Saturday working and being on call on Sundays and Bank Holidays on a rota basis.**

**The role is based in Harlow and covers the Harlow and Epping districts. Up to 60% of the week will involve visiting a number of office locations to meet with the team, conduct checks and deliver stock. The remainder of the role can be worked flexibly,including the opportunity for some working from home.**

**Job Purpose**

The Customer Services Team Leader has a sound working knowledge of Customer Services and specific business processes. Demonstrating leadership that recognises the impact on others, with a style that motivates and inspires the team to deliver administrativeand Customer Service activities to the citizens of Essex and colleagues across Essex County Council. They will work to achieve operational KPI's that have a positive impact on the business and the service.

Highly skilled in operational planning and control, the Team Leader will proactively manage people and resources to effectively respond to seasonal workload demands across the whole service, individual and team performance, productivity and quality. Developingpeople to achieve high service standards and promote career progression. A champion of innovation and change using data and insight to make informed decisions, the Team Leader will set the direction through challenging but achievable goals, that support thesuccess of the Customer Services vision.

**Why work with us?**
- A varied role that combines excellent customer service and leadership skills whilst maintaining high standards of delivery and compliance with registration law.
- An opportunity to work for one of the largest registration authorities in the country alongside a highly dedicated, passionate team who want to deliver the best possible service to the residents of Essex.
- The opportunity to serve our residents during momentous and emotional life events.
- Happy to consider Public and Private sector backgrounds.
- Access to training and development opportunities.
- A minimum of 26 days annual leave per annum plus bank holidays.
- Continuous Service - Joining us from another local authority? Then you could benefit from bringing your time served and benefits with you.

**Knowledge, Skills and Experience**
- Possesses an RQF Level 3 (A level) qualification in either Customer Service or Management, or equivalent by experience.
- Evidence of continuing professional development with good knowledge in relevant professional area.
- An understanding of Registration is highly desirable but not essential.
- Demonstrable experience of managing frontline teams within a multi-channel customer service environment, including planning and control, resource allocation, problem solving and resolving complex customer issues.
- Proven track record in managing and leading teams and inspiring performance in an operational environment, to achieve service standards.
- Future and improvement focused approach, embracing and advocating change with the ability to lead and deliver new ways of working.
- Understanding of working within a local authority or other complex organisation.
- Knowledge of Data Protection (GDPR) and Freedom of Information legislation.
- Ability to analyse and interpret information to identify trends and shape coaching and development activity based on analysis.

**Benefits**

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