This is an exciting opportunity to join our help lead our Customer Services Team. The Team is the main point of contact for customer enquiries. It is a fast-paced, rewarding and fun environment, even though we often deal with serious issues.
As a Customer Services Team Leader you will operationally supervise a Customer Services Team to ensure that the service provided is efficient, effective and meets the needs of the residents of Charnwood. You will ensure that the Customer Services Contact Centre is staffed accordingly ensuring effective service delivery utilising the available resources, adjusting to changing customer demand as required. You will also support the Customer Services Advisers and be the first point of contact for any initial operational issues.
The role requires you to proactively identify and implement improvements to the provision of services to the public that will enable resolution at the first point of contact and to liaise with the relevant service areas when making improvements. You will be responsible for your team’s performance, monitoring daily targets and providing timely feedback and acting on individual performance where necessary. In addition, you will focus on coaching and mentoring to develop the team in a supportive environment.
The role will also require first class customer service, professionalism and organisational skills. You will also need to be IT literate, using a variety of IT systems ensuring that a full accurate electronic record of all customer interactions is maintained. You must have a “can do” and practical approach and have clear, concise and assertive communication skills, both written and oral.
Charnwood is an attractive place to live and work, situated conveniently between the cities of Leicester, Nottingham and Derby, with excellent transport links. The Council's offices are based in the university town of Loughborough. The Council offers competitive terms and conditions including hybrid working and access to the Local Government Pension Scheme.
Disabled applicants and veterans applying for an externally advertised post will be guaranteed an interview where they meet the essential criteria. The Council welcomes applications from all members of the community.
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