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. 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
  
  To apply for this role, you must: Demonstrate experience in managing a diverse team in a customer service environment
• Demonstrate experience in coaching, developing and mentoring people.
• Demonstrate experience of being managed against targets.
• Demonstrate experience in a role dealing with customers, responding to queries verbally and in writing.
• Demonstrate experience of performance management in a customer service environment.
• Demonstrate experience of working with IT packages.
• Demonstrate experience in supporting change programmes and supporting the implementation of strategic goals
We'd also expect you to share 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.

About Leicestershire County Council Leicestershire County Council is a and organisation. In August 2021, we also signed up to the . 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: Nottingham City Council