Customer Service Team Leader - Registration Service. Harlow

England, Essex, Harlow
£30000 - £33330 per annum + Excellent Benefits Package
14 Oct 2019
11 Nov 2019
Job role
Team Leader
Contract Type
Full time

Interviews are to be held weeks commencing 4th November & 11th November 2019

Essex County Council are looking for Team Leaders who are at the top of their game, passionate about developing modern, business-focussed solutions, and passionate about creating change.

The challenge we have within the Registration Service at Essex County Council is large, but the opportunity is even bigger.
This is your chance to bring new and modern ways of working to one of the biggest county councils in the country, and the second largest Registration Service in the country. You will be encouraged to share your ideas and experience and be at the heart of creating and delivering best fit solutions under the governance and legalities of our governing body, the General Register Office.
If the idea of being part of a team who is making a real difference to public service, and to the lives of the residents of Essex, appeals to you - then this is the place for you. You may currently be working in local government, the wider public sector or in the private sector, but looking to showcase your skills on a larger stage and focussed on business performance which has a real impact on people's lives.

The opportunity

As an organisation, we are currently going through a period of change and improvement, and as a result, we have created new Team Leader roles within each quadrant of the Registration Service in Essex.

As a Team Leader, you will support, inspire and lead a team in the delivery of an efficient and customer-focussed service for the Essex Registration Service. You will contribute to national performance targets, set by the General Record Office, and overall ECC target outcomes.

This role will see you accountable for the performance of the team and individuals, setting clear direction through challenging but achievable goals. You will be responsible for harnessing the talent of the team to deliver high quality customer contact through multiple channels, and effectively managing all aspects of performance in line with ECC policy. You will be tasked with creating a succession planning environment across the team.

Knowledge, Skills and Experience

Qualified at Level 3 in either Customer Service or Management, you will have a sound working knowledge of Customer Services and specific business processes. You will show leadership that recognises their impact on others, with a style that motivates and inspires the team to deliver all aspects of the Registration Service to the citizens of Essex and colleagues across Essex County Council. You will work to achieve operational KPI's that have a positive impact on the business and the service.

Highly skilled in operational planning and control, you will proactively manage people and resources to effectively respond to seasonal workload demands across the whole service, individual and team performance, productivity and quality. You will develop people to achieve high service standards and promote career progression.

A champion of innovation and change using data and insight to make informed decisions, you will set the direction through challenging but achievable goals that support the success of the Customer Services vision.

You will bring your creativity to the role, be open to new ideas and be ready to challenge thinking.

You will work well collaboratively, with excellent communication and influencing skills, clear knowledge of strategic business priorities, with a track record of building strong and influential relationships with stakeholders.


We offer an excellent benefits package to all our employees. This includes a clear career path, which will encourage gifted, committed individuals to grow with the opportunity for progression and promotion, a local government pension scheme, annual leave of up to 29 days per year, discounted shopping and much more.

Qualification certificates should be brought to interview.

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription and you will be responsible for ensuring this is maintained.

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

We seek the best talent from the widest pool of people as diversity is key to our success.