Team Manager - Customer Service Centre

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Job Description

Organisation: Leicestershire County Council
Work Location: Customer Service Centre, County Hall, Glenfield, Leicestershire, LE3 8ST
Worker Category: Hybrid
Salary: £34,350 - £37,950 per annum (pro rata for part-time)
Working Hours: 37 hours per week on a rota basis worked between 8.30am and 5.30pm Monday to Thursday and 8.30am and 5pm on Fridays.
Contract Type: Permanent
Closing Date: 17/02/2025

About the Role

An exciting opportunity has arisen within the Adult Social Care Customer Service Centre for a permanent Team Manager position.

This role will be to coach, mentor, develop, support and performance manage a team of Customer Service Advisors enabling them to achieve and exceed the vision, goals, targets and strategic objectives of the department and Council.

Main duties and responsibilities:

• Coaching and developing individuals within a team, using techniques and working practices that are aligned to the individual's working and learning styles.
• Identify training needs for staff, develop and deliver training plans and material where appropriate.
• Performance manage team members ensuring the performance framework targets and goals are adhered to and surpassed. Where consistent underperformance is identified, implement necessary action aligned to the policies and procedures of the organisation.
• Identify customer trends and implement individual and team actions to support and enable a positive customer journey.
• Support the Team and the customer by managing customer dissatisfaction and appropriate referrals from the team, service or organisational leadership team.
• Support and undertake allocated tasks in line with project work streams and continuous improvement tasks.
• Effectively plan, allocate and manage workloads of the advisor team to ensure achievement of targets.

About You

To apply for this role, you must:

1. Demonstrate experience in managing a diverse team in a customer service environment
2. Demonstrate experience in coaching, developing and mentoring people.
3. Demonstrate experience of being managed against targets.
4. Demonstrate experience in a role dealing with customers, responding to queries verbally and in writing.
5. Demonstrate experience of performance management in a customer service environment.
6. Demonstrate experience of working with IT packages.
7. Demonstrate experience in supporting change programmes and supporting the implementation of strategic goals.

We'd also expect you to share our commitment to our values and will ask you to evidence when you have demonstrated them as part of the interview process.

This post is covered by Part 7 of the Immigration Act (2016) and therefore the ability to speak fluent English is an essential requirement for this role.

Interested in Flexible Working?

We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below. This may include requests for term-time working, part-time hours, compressed hours, flexible start and finish times, home/remote working, etc.

Every role within the Council has a defined working style which determines where they can work. The worker category applicable to this post is detailed in the above advert. You can find out more about our worker categories in the Our Working Styles page on our career site.

For more information or an informal discussion, please contact:

Rhiannon Watts, Team Leader

Telephone: 0116 3054518

Email: rhiannon.watts@leics.gov.uk

How to Apply

Leicestershire County Council is an inclusive organisation which is on a journey to embed and celebrate equality, diversity, and inclusion at every level. We warmly welcome and encourage applications from people of all backgrounds, as having a diverse workforce with different perspectives and ideas is fundamental to our values and enriches the services, we offer our communities. We particularly welcome applicants from Ethnically Diverse and LGBTQ+ communities and people with disabilities to create a balanced workforce and one that reflects the communities we serve. Applicants with a disability who meet the criteria listed in the 'About You' section above will be offered an interview under the Disability Confident Employer Scheme.

To apply for this job, please click 'Apply Now'. You will need to upload a supporting statement as part of your application which explains how you meet the criteria listed in the 'About You' section above. For more information, see the How to Apply section on our career site.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

If you have any technical issues when trying to apply for this post, please contact our Employee Service Centre: https://emss.freshdesk.com/support/home.

By applying for this post, you agree to our Terms and Conditions.

About Us

About Leicestershire County Council

Leicestershire County Council is a Disability Confident, Menopause Friendly, Mindful Employer, Fostering Friendly, Forces Friendly, and Cycle Friendly organisation. In August 2021, we also signed up to the Race at Work Charter. We are strongly committed to promoting equality and opportunity, championing employee wellbeing and investing in staff training and development.

Our aim is to work with communities and partners to deliver public services that make Leicestershire the best possible place to live and work for everyone. Our employees play a key role in supporting this goal and helping us deliver the vital services we provide to the people of Leicestershire.

For further information on what it's like to work for us and the benefits we offer, please refer to the following:

Our Recruitment Process
Our Organisational Values
Our Employee Benefits
Working for Us