Customer Service Section Leader Salary - £42,708 - £47,754 (Grade 7) Hours - 37 Contract type - full time, permanent City of Wolverhampton is a dynamic and innovative organisation dedicated to delivering exceptional customer service. We are currently seeking a committed and experienced Section Leader to join our Customer Services team. The successful candidate will lead and manage a team of customer service representatives to ensure the delivery of high-quality services. Responsibilities will include monitoring team performance, providing regular feedback and coaching, addressing escalated customer inquiries and complaints professionally and efficiently, and developing strategies aimed at enhancing customer satisfaction and operational efficiency. The Section Leader will also collaborate with various departments to ensure seamless service delivery and prepare comprehensive reports on team performance and customer feedback. The ideal candidate should have experience in a customer service leadership role, excellent communication and interpersonal skills, strong problem-solving capabilities, and a customer-oriented mindset. Additionally, the candidate must be able to perform effectively under pressure while managing multiple tasks concurrently. Proficiency in using customer service software and tools, a positive attitude, and a commitment to continuous improvement are essential. What We Offer: We offer a competitive salary and comprehensive benefits package. There are numerous opportunities for professional growth and development within our organisation. You will experience a supportive and collaborative work environment. Additionally, you will have the chance to significantly impact our customer service operations. For full details of the responsibilities and requirements of this role please see the attached Job Description and Person Specification. Should you wish to discuss this opportunity further, please contact Lisa Powell Tel: 01902 555895 Emal: Lisa. Powell3@wolverhampton.gov.uk Our working arrangements All council roles are allocated to either a fixed, field or flexible work style. Some roles are agile which enable and empower employees to maximise their performance and productivity, whilst maintaining a healthy work life balance. Roles with a fixed workstyle work in a fixed permanent council location. Roles with a field workstyle are usually allocated where employees are required to be out working in the community with a minimum requirement for 'touch down' space at any council location. Roles with a flexible workstyle have a flexible base location to meet the needs of the business and employees can work from a mixture of home or any council office, partner/client, or external location, as required to meet service requirements. Please refer to the Job Description for further information on the workstyle assigned to the role you are applying for. For more information about working for our organisation including the culture of the Council, the Council plan and vision, staff equality forums, core HR policies and much more please click here. Diversity We are committed to building a workforce that is reflective of the diverse community we serve. We want to attract the best applications from people of all backgrounds and underrepresented groups because we strongly believe in adding value through diversity, inclusion, and equality. Our employees enable us to deliver services that are accessible, inclusive, and reflective of Wolverhampton residents. Our status as a Disability Confident Employer showcases our commitment to people with disabilities or health conditions, advocating for their opportunities and potential. We've received the Stonewall Gold Award, emphasising our dedication to the LGBT community by nurturing an inspiring, inclusive, and equal workplace. As of March 2023, the RACE Code Quality Mark signifies our active engagement with racial equality. These recognitions validate our continuous efforts towards fostering an inclusive work environment that respects and values our diverse employees. As part of our commitment as a Disability Confident employer, a Gold Award Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the essential criteria for the post. We encourage, inspire and value an inclusive culture here at the council where employees can flourish, thrive and be themselves. We have four staff equality forums for employees to join. These help to ensure our employees have a voice, they feel empowered to speak up and where everyone is treated with respect - Learn more about the staff equality forums here Recruitment of Ex-Offenders We are committed to the fair treatment of all our employees, potential employees, or users of our service regardless of offending background. The Council uses the Disclosure and Barring Service (DBS) for any vacancies that require a DBS check to obtain information about applicants to assess their suitability for employment in positions of trust. We do not discriminate unfairly against any individual on the basis of a conviction or any other information revealed as a result of a DBS disclosure - Learn more here Employment Information & Support If you are considering applying for an apprenticeship or a role where the salary is (Grade 2-5), and would like to visit us to learn about the application, interview process and what it is like to work for the council, please click on this link to find out more - Learn more here Attached documents Job Description and Person Specification