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Team Leader Customer Services
Haringey
Contract
21.28 per hour PAYE
Our client is looking for an experienced Team Leader Customer Services.
This will be achieved within a specific service area including face to face (including but not limited to Customer Service Centres), digital, telephones, and service development.
- 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
- To participate in the drafting of reports on behalf of CS Management as required
- To work on service wide projects and initiatives, including the design and development of Service-related policies and strategies.
- To act as key leading resource in responding to Members Enquiries, FOI and formal Customer Complaints Key activities
- The key activities for this role include but are not limited to:
- To act as an escalation point for complex customer enquiries;
- To keep a good understanding of services, working closely with internal and Service-related subject matter experts.
- To monitor handling time and use of solutions to achieve excellence in Customer Satisfaction through the pursuing of first-time contact resolution.
- To own improvement initiatives aimed at demand reduction and the achievement of significant shift towards digital channels and transactions.
- To work across the wider Customer Experience Team and service areas in the continuous reviews of avoidable contacts and the ongoing reduction of our cost to serve.
- To assist with Client Management with technology or service partners.
- To oversee the welcoming, triaging signposting and guiding of customers in our Customer Service Centres.
PLEASE ONLY apply if you have the necessary skills, experience and expertise.
The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients
are an equal opportunities employer.
