Team Manager - Customer Service Centre

An 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.,

• 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, 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.
  
  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., Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .