Customer Services Team Leader (Registrations Service)

Location
England, Essex, Colchester
Salary
Up to £34017 per annum
Posted
20 May 2021
Closes
17 Jun 2021
Ref
req1698
Job role
Team Leader
Contract Type
Part Time

This role is part time 18.5 hours per week (job share). Currently the post holder works a 5 day on/5 day off rota either side of a weekend. The role also includes being on call on Saturdays, Sundays and Bank Holidays on a rota basis.

The role is quadrant based and involves visiting a number of office locations each week, whilst also allowing for the opportunity for some work at home. Whilst driving is not essential, it is desirable.

Job Purpose

Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK and is undergoing significant transformational change to further enhance customer focus and service and delivery.

The Customer Services Team Leader has a sound working knowledge of Customer Services and specific business processes. Demonstrating leadership that recognises the impact on others, with a style that motivates and inspires the team to deliver administrative and Customer Service activities to the citizens of Essex and colleagues across Essex County Council. They 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, the Team Leader will proactively manage people and resources to effectively respond to seasonal workload demands across the whole service, individual and team performance, productivity and quality. Developing people to achieve high service standards and promote career progression. A champion of innovation and change using data and insight to make informed decisions, the Team Leader will set the direction through challenging but achievable goals, that support the success of the Customer Services vision.

Essex Registration Service is one of the largest authorities in the country and engages with our residents at the most critical moments in their lives. This varied and interesting role provides an opportunity to be part of the leadership team ensuring the best possible service to those customers whilst maintaining high standards of delivery and compliance with registration law.

Key Responsibilities and Accountabilities:

  • Lead, motivate, support, empower and inspire a team, to deliver exceptional customer service. Role modelling service excellence and a customer advocate across ECC.
  • Responsible for the operational delivery of services and resources through the line management of a team, ensuring effective resource management, productivity and quality of service.
  • Accountable for the performance of the team and individuals, setting clear direction through challenging but achievable goals. 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. Creating a succession planning environment across teams.
  • Customer Services contact interface, working collaboratively across the council and with external stakeholders and partners; communicating and influencing effectively face to face and in writing, to achieve the Customer Services and ECC vision, with the correct use of appropriate legislation and powers.
  • Responsible for managing incidents as they arise and using initiative and personal judgement to resolve escalated internal and external customer issues. Ensuring the health safely and welfare of staff and citizens through effective implementation of ECC policy.
  • Champion of innovation and change, contributing to the development of policies, plans, procedures and practices to deliver economic and wider Customer Services and ECC goals.
  • Responsible for monitoring the effective use of operating procedures and processes, reviewing in line with best practice principles and identifying and implementing continuous improvement. Introducing new practices and procedures to deliver efficiencies and respond to technological advances.
  • Responsible for delivering high standards of customer interaction through multiple technology solutions in accordance with Customer Service standards.
  • Proficient in managing teams across multi locations, leveraging effective working relationships and influencing desired service delivery outcomes. Astute in identifying early warning indicators in times of reduced performance or failing systems and processes. Using a balanced scorecard approach to maintain a global view of an effective and efficient operation.
  • Specific individual and shared targets and objectives are defined annually within the performance management framework.
  • Knowledge, Skills and Experience

  • Possesses an RQF Level 3 (A level) qualification in either Customer Service or Management, or equivalent by experience.
  • Evidence of continuing professional development with good knowledge in relevant professional area.
  • An understanding of the complexities of the registration service are highly desirable but not essential.
  • Demonstrable experience of managing frontline teams within a multi-channel customer service environment, including planning and control, resource allocation, problem solving and resolving complex customer issues.
  • Proven track record in managing and leading teams and inspiring performance in an operational environment, to achieve service standards.
  • Future and improvement focused approach, embracing and advocating change with the ability to lead and deliver new ways of working.
  • Understanding of working within a local authority or other complex organisation.
  • Proficient experience of IT systems including Email, Microsoft applications, and Telephony/ACD solutions. Knowledge of Data Protection (GDPR) and Freedom of Information legislation.
  • Ability to analyse and interpret information to identify trends and shape coaching and development activity based on analysis.
  • As part of employment with Essex County Council 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. For further information on the DBS update service please visit: https://www.gov.uk/dbs-update-service

    Essex County Council is proud to offer an excellent benefits package to all its employees. For more information please use the following link: https://www.workingforessex.com/working-here/pay-reward/

    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.

    If you have queries on this role or require anything further, please email or call us on 0333 013 5888. Lines are open Monday to Friday between 08:30 - 16:30.