APHA is a brilliant place to work where our people feel valued, have a voice and can be their authentic selves. We value difference and diversity, because it helps us be more innovative and make better decisions.
We are dedicated to being an inclusive employer, offering equitable opportunities for all individuals. Our goal is to build a diverse workforce, and we hope to attract applications from all backgrounds and underrepresented groups.
Are you passionate about leading people and have the ability to coach and drive team performance to achieve performance and quality outputs?
Can you lead others through change and motivate them to reach their full potential?
Would you like the opportunity to work in a fast-paced, challenging but rewarding role with opportunities to influence how we deliver services across our business and make a difference to the experience of our customer?
If so, we would love to hear from you!
We have an exciting opportunity for a Team Leader to join our Customer Service Centre (CSC) Team. In this role, you will be responsible for, ensuring the delivery of established Service Level Agreements (SLA's) across a diverse work area, working with Executive Officer colleagues to deliver workforce planning and specific work area led targets.
As a Team Leader, you will play a major part in CSC wide delivery of common goals and leading by example.
The position is customer facing and will suit those who have an ability to communicate well to a diverse group of customers.
You will be engaging with a broad range of partners and forming relationships with colleagues across the wider Defra team.
The key responsibilities include, but are not limited to:
Leadership
* Act as part of the Management structure, leading a team and taking ownership and responsibility for actions and initiatives within that structure.
People Management
* Be familiar with and implement APHA People Policies and action as appropriate.
* Proactively manage the performance, conduct and attendance of the team, reviewing performance on a regular basis and establishing performance improvement plans where these are necessary.
* Oversee the recruitment and onboarding processes for new team members.
Target Delivery
* Manage own team’s workload and prioritise and communicate expected targets.
* Demonstrate an awareness of resource constraints and potential issues or difficulties and take a proactive approach to dealing with these, identifying issues and offering solutions, making senior managers aware as appropriate.
Customer Service
* Manage and monitor customer service delivered across the Business Unit providing both positive feedback and constructive improvement advice to the administration team as and when required.
Proud member of the Disability Confident employer scheme
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 Disability Confident .