Customer Services Team Leader

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

- 268688**Salary**:

- £39,000 - £45,690**Job grade**:

- Other- B1**Contract type**:

- Permanent**Business area**:

- In House Services and Estates**Type of role**:

- Contact Centre
- Estates
- Other**Working pattern**:

- Full-time**Number of jobs available**:

- 3Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- WestminsterAbout the job

**Job summary**:
The Houses of Parliament is a unique and exciting place to work right at the heart of the UK's thriving democratic system.

Behind the scenes, the House of Commons Service alone is made up of more than 3,000 employees who support and facilitate the smooth day to day running of the House, alongside the House of Lords. They provide professional services to Members of Parliament, their staff, and the wider parliamentary community.

The Houses of Parliament switchboard service is a bicameral service answering over 115,000 calls per year from internal and external customers; it has been outsourced over several years and at the end of the existing supplier’s contract will be brought in-House.

The goal is to provide a much-enhanced service, including a face-to-face and phone enquiry service for Members of both Houses and other colleagues. We aim to be a high-quality, extremely knowledgeable hub of fast information and problem solving covering all services provided within Parliament.

**Job description**:
Customer Services Team Leaders will be the first point of contact on this new service, providing first class customer service to external and internal customers contacting the Switchboard, the feedback scheme and the in-person internal information points.

The job holder will work on a rota pattern including early morning, early evening and the occasional weekend in order to ensure coverage for the operation. This role is on-site at the Houses of Parliament, with some opportunity to work from home around business needs (optional).

**Person specification**:
No matter your background and level of experience, if you have a strong customer service ethos and some experience of working in contact centres, we want to hear from you

**Benefits**:
In addition to your salary, we offer an attractive range of benefits including:

- 30 days’ annual leave (increasing to 35 days after first full leave year).
- Civil Service pension with an average employer contribution of 27%.
- Access to training and development.
- Flexible working.
- Interest free season ticket loan and bicycle loan.

Things you need to know

**Selection process details**:
More information on the role and the full criteria can be found in the Job Description.

Please note that most job offers will be made at the minimum of the salary range, other than in exceptional circumstances.

Feedback will only be provided if you attend an interview or assessment.**Security**:
- See our vetting charter (opens in a new window).- People working with government assets must complete baseline personnel security standard (opens in new window) checks.**Nationality requirements**:
This job is broadly open to the following groups:

- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements (opens in a new window)**Working for the Civil Service**:

- The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
- We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).- Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.**Contact point for applicants**:
Job contact:

- Name:
- Recruitment Team
Recruitment team :