The Service & Team:
An opportunity has arisen within the Contact Centre for a Service Leader role to cover a secondment on 12 month fixed term post. For internal applicants a secondment will be considered.
The Contact Centre is a fast paced, customer focused environment where customers are helped at first point of contact when contacting the council with queries and service requests for many service area. We are a great team who as the voice of the council provide the first impression that customers get when making contact. We are proud that we put the customer at the heart of everything that we do but also that we strive to provide an excellent service to our customers in line with the Customer Service Promise.
The Role:
We handle 1000's of telephone calls, emails and web chats each week. We pride ourselves in providing an excellent first point of contact service to all customers that interact with us. We continuously look to improve the service that we provide in an ever-changing environment that at times can be pressurised.
The role will lead a team of staff to provide great customer service to the customers that contact the many services that the council is responsible for. The role is also an integral part of the management team of the contact centre and will work closely with the Contact Centre Manager.
The role is a busy one and includes undertaking support to all staff in the contact centre by providing expertise knowledge, handling escalated calls/complaints and ensuring the smooth running of the contact centre on a day to day basis.
This is a public/customer-facing role, where the statutory English language requirement for public sector workers applies.
This position will be subject to a basic criminal record disclosure check.
Working Pattern:
The role is hybrid role, predominantly remote, with some in person days at council offices as required. Currently the teams come into the contact centre, based at Tolvaddon CFRS Headquarters, on a 5 week rolling pattern. The Contact Centre operates between the hours of 08:30-18:00 with cover being provided across these hours. Compressed hours and flexible working requests will be considered.
What you'll need to succeed:
We are looking for a Service Leader that is educated to A level standard or has equivalent work related experience. The role requires proven experience in leading a team in a Customer Services environment ensuring an excellent standard of customer service.
We require someone who has outstanding customer service skills that can communicate to customers and staff effectively. An IRRV qualification in Revenues or equivalent subject knowledge is desirable a long with the drive and passion to learn all aspects of the contact centre to provide a high standard of performance.
Please read the role profile for the full details of this role attached below in this advert
What you'll get in return:
Cornwall Council's ambition is to be an employer of choice, a high performing Council and a learning organisation. We commit to providing a reward and benefits package to attract, motivate and reward our employees. We offer a range of flexible working options to our staff. This helps provide our employees with a greater work/life balance. Whilst still ensuring that service needs are met.
Our core employee rewards and benefits include:
* a competitive salary.
* a defined benefit pension scheme, based on your career average earnings. This includes the option for extra voluntary contributions
* a generous annual leave entitlement with the potential to purchase additional leave.
* A national award-winning employee health and wellbeing programme
* Employee benefits scheme giving employees access to a wide range of discounts to local and national goods and services.
Additional Information:
Cornwall Council is unable to offer visa sponsorship or transfer existing sponsorship for this role.
The full role profile is attached here
We recommend saving a copy of this to refer to if you are invited to an interview.
For more information or an informal chat about the role please contact James Long -
Application Process
Please attach a supporting statement to your application, you can add your Education & Qualifications details manually using the application form timeline or you can upload your CV. Remember to demonstrate why you are suitable against each of the points marked as 'Application' on the Role Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work / personal experience, which clearly illustrates what you did and the effect it had. Guidance on how to complete your application can be found here – The application process .
Please note that applications cannot be edited after they have been submitted, please contact if you have any queries or require assistance with your application.
Existing employees must apply using their Cornwall Council email address through the Opportunity Marketplace on Oracle.