Customer Service Team Leader

Our local authority client based in North London are urgently seeking an experienced Customer Service Team Leader.

*£27 an hour Umbrella

Main Responsibilties

• To manage a team across the core activities of the service with a focus on delivering a high level of customer service and performance and staff management.
• To specialise in one of the following areas: Customer Service Centres (face to face), Digital Contact Centre (including but not restricted to telephones, social media, inboxes and digital processing).
• To support and deputise for Customer Service Manager, and to represent the service at internal and external meetings, as required
• To provide comprehensive advice and be able to deal with complex, contentious or technical enquiries.
• To ensure the provision of high quality, professional customer facing services and improved service outcomes.
• To respond effectively and accurately to routine enquiries in accordance with procedures.
• To assist in the delivery of various service functions in accordance with priorities and service demand.
• To demonstrate flexibility and adaptability in the drive towards change and the improvement of processes.
• To comply with statute, legislation, discretionary powers, council standing orders, council policies and codes or standards of conducts.
• Response to complaints and feedback to staff following investigations as appropriate

Knowledge, Qualifications, Skills and Experience

• Have a high knowledge of relevant legislation, best practice and customer contact procedures.
• Have a high knowledge and experience of concepts, principles and practices gained through experience and development in a specific field (face to face, digital, social media, telephones, and development).
• Experience of managing and motivating teams of staff in a busy environment.
• Experience of setting own and team priorities in line with agreed targets, managing workloads according to service needs.
• Able to work under pressure with competing priorities.
• High standard of written and verbal communications skills.
• Good IT skills required to operate in a front-line customer services and office environment such as MS Office
• Being creative and innovative on an ongoing basis
• Dealing with a range of complex matters that can have significant impactions for the Service, employees or partner organisations.

Please apply with your updated CV ensuring that any gaps in employment are explained.

At this point, may we take this opportunity to thank you for the interest you have shown in this role. Unfortunately, due to the high volume of applications that we receive, it is not always possible to respond to everyone. Therefore, unless you hear from us within the next 7 days, your application for this vacancy will have been unsuccessful.