At National Highways, our Operations Directorate are looking for a Business Services Team Leader to join the Business Services Team in Operations. The role will involve leading the regional correspondence team to ensure quality and timeliness expectations are routinely met.
The team is responsible for responding to around 600 customer contacts every month, which includes both general and high-level correspondence, such as escalated complaints and enquiries from Members of Parliament. You’ll be responsible for managing resources in our Birmingham and Nottingham offices to ensure a least 90% of all contact is fully responded to within their respective service level agreements.
This role will be based from our office in Birmingham or Nottingham, with fortnightly travel to the other office as a minimum.
About the job.
* Lead, motivate and develop team in providing proactive and flexible support to time and quality; build capability to meet developing business needs and improve resilience.
* Act as a Line Manager to administrative staff, completing appraisals throughout the year and as required by the annual performance review process, to effectively manage performance, development, and absence.
* Manage the effective application of consistent working practices and procedures, ensuring deployment of resources according to priorities, adapting work methods to organisational changes to continually improve delivery and performance to provide a high quality, accurate and timely service to meet business and customer needs.
* Gather and analyse data, drawing information from a variety of sources, to produce reports, presentations, and other documents inclusive of recommendations to support management decision making.
* Provide guidance to the team and take ownership for escalated cases, liaising directly with colleagues, customers and stakeholders, both verbally and in writing.
About you.
* Ability to motivate, inspire and lead a team
* Previous line management / people management experience
* Excellent written and verbal communication skills, with a strong customer service ethos
* Excellent attention to detail, ensuring minimum standards are met
* Experience of managing competing priorities and resources to meet strict deadlines and service level agreements
About us.
Here at National Highways, we manage and improve England’s motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership.
Operations is at the heart of keeping the strategic road network moving and ensuring our customers get the best possible experience when using our roads.
We address over 39,000 customer enquiries every month, plan and deliver all maintenance activities on the network, drive efficiencies and improvements across our systems and roads, and respond to incidents across 4,500 miles of motorways and major A-roads that we manage.
External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy.
We are committed to creating a diverse environment and welcome applicants from all backgrounds.
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