Customer Interaction Team Lead
Lead the Customer Interaction Team within the Council’s fast‑paced Customer Interaction unit, focusing on Revenues, Benefits and means‑tested assessment for care. The role involves providing information, advice, guidance and complaint resolution to Wirral residents who cannot self‑access services, both over the phone and in face‑to‑face settings.
Responsibilities
* Manage day‑to‑day operations of a team of customer service operatives.
* Deliver high‑quality information, advice, guidance and complaint resolution for revenues and benefits services.
* Support residents in accessing services when self‑access is not possible.
* Apply innovative approaches and use initiative in both proactive and reactive contexts.
* Utilise ICT tools competently to deliver services.
Qualifications
* Proven experience in a demanding customer service role, including daily public interaction and complaint resolution.
* Strong interpersonal and communication skills.
* Evidence of embracing new ways of working and using initiative proactively and reactively.
* Experience of leading a team and demonstrable leadership skills.
* Competence in ICT related to customer service delivery.
Working Arrangement
The position offers a hybrid working model, combining remote work with in‑office days twice a week. The incumbent will travel across the Borough and may need to work outside traditional hours on occasion.
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