Customer Service Team Leader

Job details

Pay

• £38,234 - £40,778 a year

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Job type

• Part-time

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• Full-time

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• Part-time upon request

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Location

Northampton NN1

Benefits

Pulled from the full job description

• Annual leave

• Car scheme

• Company pension

• Cycle to work scheme

• Employee discount

Full job description

About the Position

We are looking to appoint a Team Leader to assist in the management of our frontline services, which encompass our active council office, contact centers, and outreach drop-in sessions.

What Will Your Responsibilities Be?

In this position, you will oversee and support a team of customer information officers who handle a range of inquiries both in person and via telephone. You will be responsible for managing our frontline services across our bustling council offices, outreach locations, and contact centers.

Collaboration with our housing team will be essential to ensure that our customers enjoy a seamless experience.

Additionally, you will lead, manage, motivate, coach, and develop a team of Customer Service Advisers by:

Equipping team members with the skills necessary to enhance their confidence, knowledge, and communication abilities.

Fostering a positive working environment that inspires the team.

Managing performance and attendance under the council's policies.

Demonstrating confidence in addressing escalations and complex inquiries to provide effective resolutions for customers.

Effectively managing change.

Identifying and optimizing first-point resolution opportunities.

About You

A background in customer service is essential, complemented by strong communication skills, natural empathy, and a good sense of humor.

To thrive in this demanding role, you must be adaptable and capable of demonstrating the skills required to perform under pressure within a team setting:

Proven experience in team management.

Outstanding communication and listening abilities.

Ability to collaborate effectively within a team.

Meticulous attention to detail.

An engaging personality.

This position will be located in Northampton, with the expectation of working across our other offices and outreach settings within West Northamptonshire.

About Us

At West Northants Council, our focus is on our people. We are a community of individuals who are driven by ambition, brimming with innovative ideas, and committed to improving our work processes. We pay attention to every detail and embrace challenges with enthusiasm. Our organizational culture serves as a gateway to new experiences and opportunities, empowering you in your career while connecting you with like-minded individuals.

Our vision is to transform West Northants into an exceptional place to live, work, visit, and prosper. We are dedicated to this mission and strive daily to turn it into reality. Our corporate values, encapsulated in the acronym THRIVE—Trust, High Performance, Respect, Innovate, and Empower—form the foundation of our operations and service delivery.

To gain further insights into the work environment at West Northants Council, please listen to our Chief Executive, Anna Earnshaw, share her perspective: https://youtu.be/lV0EfeUF4aU.

We are devoted to embedding diversity, equality, equity, and inclusion into the core of WNC and all our initiatives, ensuring that every colleague has the opportunity to grow and reach their full potential. We proudly identify as a disability-confident employer, are signatories of the Armed Forces Covenant, and partner with the Care Leaver Covenant.

We have produced a film to articulate our commitment—watch WNC colleagues discuss the significance of DEI to us.

Should you require additional support or reasonable adjustments during the application process, including receiving the job description in an alternative format or language, please contact us at careers@westnorthants.gov.uk for assistance.

West Northants Council, where careers flourish.

Our Employee Benefits

We provide an extensive array of benefits for our employees, which include:

A generous annual leave policy that begins with 28 days of leave per year, increasing to 29 days for senior managers (calculated on a pro-rata basis according to weekly hours worked), in addition to public holidays. Employees can also earn an extra 5 days linked to continuous service and have the option to purchase up to 6 weeks of additional leave annually.

A Cycle to Work scheme.

Participation in the Local Government Pension Scheme, which includes immediate life insurance coverage (equivalent to three times your annual salary from the first day of employment) and protection against ill health.

Access to employee discounts with various local and national retailers, as well as savings on leisure activities, financial services, health and beauty, travel, and dining.

A Car Lease scheme.

Coverage for professional subscription or membership fees - If your role necessitates registration with or membership in a professional organization, WNC will cover the associated costs.

An Employee Assistance Programme - We offer a support program managed by Health Assured, an independent external provider. This service is available to you and your immediate family members 24/7 throughout the year, offering telephone counseling, legal assistance, bereavement support, and medical information.

Continuous training and development opportunities.

A range of flexible working arrangements to enhance your work-life balance, including options for full-time or part-time work, term-time schedules, and a 9-day fortnight, subject to business requirements.

Our West Ways of Working - We are committed to fostering a thriving workforce by equipping our employees with the necessary technology to facilitate hybrid and collaborative work, whether on-site or remotely, depending on their roles.

Making a difference - If you aspire to apply your skills and experience within an organization that is genuinely dedicated to making a positive impact, committed to enhancing the lives of individuals, and whose achievements directly influence the well-being of your family, friends, and local community, then West Northamptonshire Council is the ideal place for you.

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