RolePurposeCustomerServiceTeamLeader
ThisroleexiststohelpHaringeyCounciltoserveitscustomerswell.
Thiswillbeachievedwithinaspecificserviceareaincludingfacetoface(includingbutnotlimitedtoCustomerServiceCentres),digital,telephones,andservicedevelopment.
MainResponsibilitiesCustomerServiceTeamLeader
* Tomanageateamacrossthecoreactivitiesoftheservicewithafocusondeliveringahighlevelofcustomerserviceandperformanceandstaffmanagement.
* Tospecialiseinoneofthefollowingareas:CustomerServiceCentres(facetoface),DigitalContactCentre(includingbutnotrestrictedtotelephones,socialmedia,inboxesanddigitalprocessing).
* TosupportanddeputiseforCustomerServiceManager,andtorepresenttheserviceatinternalandexternalmeetings,asrequired
Knowledge,Qualifications,SkillsandExperienceCustomerServiceTeamLeader
1. CustomerServiceTeamLeaderahighknowledgeofrelevantlegislation,bestpracticeandcustomercontactprocedures.
2. Haveahighknowledgeandexperienceofconcepts,principlesandpracticesgainedthroughexperienceanddevelopmentinaspecificfield(facetoface,digital,socialmedia,telephones,anddevelopment).
3. Experienceofmanagingandmotivatingteamsofstaffinabusyenvironment.
4. Experienceofsettingownandteamprioritiesinlinewithagreedtargets,managingworkloadsaccordingtoserviceneeds.
5. CustomerServiceTeamLeaderAbletoworkunderpressurewithcompetingpriorities.
6. Highstandardofwrittenandverbalcommunicationsskills.