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Customer Service Team Leader

Employer
hireful
Location
Hertford
Salary
£22,998 to £28,818
Closing date
22 Mar 2019

View more

Function
Operations & Service Delivery
Sector
Community
Hours
Full Time
Contract Type
Contract

Job Details

Customer Service Team Leader 

Our client is consistently rated as amongst the best areas in the country to live, with excellent schools and healthcare, a huge array of green space, beautiful waterways, unique market towns and picturesque villages. They also enjoy high levels of employment and a diverse local economy. 

The vision of the Council is to provide residents and businesses with a future that is prosperous and sustainable. In order to achieve this, a number of strategic objectives have been developed, which allow the Council in conjunction with its many partners to focus on the key issues that concern the residents. Whatever their role, everyone contributes to delivering great services to their local community, and their team is at the very heart of their council. 

Position: Customer Service Team Leader 
Location: Hertford (commutable from Harlow, Cheshunt, Hatfield and surrounding areas) 
Job type: Full Time, 24 Months Fixed Term Contract 
Hours: 37 hours per week 
Salary: Grade 6, £22,998 to £28,818 (inclusive of local weighting) 
Benefits: Flexible working options available, including part-time working, job share, compressed hours and home working, Local Government pension scheme, A range of discounts including high street retailers and local leisure centres, Generous annual leave. 

Closing date is: 22 March 2019 at 5pm. 

About the role: 

An opportunity for an experienced team leader has become available to work at Hertford as part of the customer service team. They are transforming the existing customer contact model and creating a single customer service team over the next 12 months. 

They are looking for an individual committed to excellence in their work and with a passion for customer service. If successful you will be responsible for the day to day management of the customer service team in Hertford. The team currently deals with face to face interactions, telephone contact and contact in writing (predominantly emails and web forms). 

Responsibilities: 

- Management of the Hertford team. 
- Resolving escalated customer cases. 
- Training and development of the team. 
- Continual improvement of services to customers e.g. development of payment channels, the waste contract system (Whitespace). 
- Providing support to the Customer Service Manager by delivering timely and accurate production of performance reports. 
- Contributing to the achievement of EHC’s Service Level Agreements and key performance indicators. 
- Providing information to customers with general enquiries, taking payments and assisting with transactions. 
- Resource planning ensuring collaboration with the CS team leader in Bishop’s Stortford to maximise service levels. 

About you: 

This role will suit an enthusiastic and determined individual who is focused on developing and motivating a team of customer facing advisors. 

- A recognised qualification in customer service. 
- Management or supervisory experience. 
- The ability to deal with challenging situations using tact and diplomacy. 
- Extensive customer service experience. 
- Good competency in the use of Microsoft Office (Word, Excel, Outlook and PowerPoint). 
- Excellent communication skills. 
- The ability to motivate people around them. 

As part of their Green Travel agenda they actively encourage employees to explore more economical and eco-friendly means of travel to work, e.g. public transport, cycle, walk or car share, and support this through a number of initiatives such as Liftshare. 

Our client is an equal opportunity employer committed to embracing a diverse and inclusive work environment. They aim to attract and retain the best people regardless of their gender, marital / parental status, ethnic origin, nationality, age, background, disability, sexual orientation and gender identity. 

You may have experience of the following: Customer Service Team Leader, Customer Service Manager, Customer Service Supervisor, Customer Service Manager, Customer Service Advisor, Customer Service Executive, Customer Service Representative, Call Centre, Contact Centre, Supervisor, Team Leader, etc.

Company

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