About this role
Do you love coaching people to deliver excellent customer service? Are you passionate about creating a customer first and positive culture? Are you a team player and enjoy working in a fast-paced environment?
If the answer is yes, we would like you to join us at Southampton City Council as a Team Supervisor in our Gateway office. The Team Supervisor will support the Gateway Manager to engage and inspire their team to deliver the best customer service to our internal and external customers.
Key Responsibilities
* Serve customers face-to-face and support the Gateway Manager in delivering excellent customer service.
* Role model how you serve customers, identify areas for improvement, share best practices and create a digital-first culture.
* Ensure your team are clear, capable and motivated to communicate well and take ownership to deliver excellent customer service.
* Contribute to the overall team performance through training and coaching to ensure we are delivering a quality service and facilitate open communication channels.
* Depute for the Gateway Manager in their absence, take ownership of customer complaints and support line management responsibilities where required.
* Take ownership of work to ensure we are delivering quality work within the timescale.
* Be based in our Gateway office in the Civic Centre.
Qualifications
* Experience of face-to-face customer service.
* Experience of line management would be beneficial.
* Strong customer focus when reviewing processes to improve efficiency and create clear customer journeys.
* Ability to balance workload and schedules with multiple priorities.
* Quick learner and competent with IT systems.
Salary and Location
Salary: The salary band for this role is £32,061 - £36,362. The starting salary is £32,061 with annual progression through the salary bands. The role is located in the Gateway office in the Civic Centre.
Benefits
* Excellent benefits.
* Death in service benefit of x3 salary, and optional salary sacrifice shared cost AVC (additional voluntary contribution).
* Generous holiday 25–31 days, based on role and service.
* Flexible working options (role-dependent).
* Family-friendly policies – Maternity, Paternity, Adoption, Shared/Unpaid Parental Leave, Time off for Dependents.
* Training and development, including coaching and mentoring.
* Health and wellbeing support – Employee Assistance Programme, Menopause Pledge, Mental Health First Aiders and access to a variety of staff networks.
* Veteran-friendly employer with the Armed Forces Covenant.
* Retail discounts and savings through the Southampton City Council benefits platform.
* Discounted memberships at local sports and fitness centres.
* Sustainable travel benefits – low emission car scheme, cycle to work, season ticket loans.
* Employee volunteering scheme with 2 paid days leave to volunteer.
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