About the job
You will assist the Customer Service Team Manager in overseeing a team of Customer Service Officers and additional seasonal staff. You will also provide support to the Senior Management Team with specific inquiries and requests related to customer communications.
There will be key responsibilities likely to feature in this role which include:
1. Providing management support to service leads to ensure effective service delivery.
2. Managing your own workload and co-ordinate and prioritise work for the team to meet service objectives.
3. Regularly produce performance information data, statistics and various service reports including ad hoc and regular reports that clearly identify and effectively communicate any issues, monitor data against objectives, and monitor process and system compliance.
4. Be the senior specialist to the service with an in-depth knowledge of regulations, procedures and policy and their application relevant to the area of work.
Qualifications and experience
5. Degree or equivalent level qualification or demonstrable technical and theoretical knowledge related to the service at this professional level.
6. Relevant advanced theoretical or organisational knowledge and experience of systems, procedures and policies associated with operating a demanding service in a related field.
7. Experience of mentoring, motivating and line managing a team, training staff to achieve assigned work, supporting the growth and development of the team.
8. High IT competency in the use of major computerised systems.
9. Experience of managing data and production of management reports, including using information systems and reporting tools.
10. Strong communication skills, with the ability to build and maintain relationships with a range of stakeholders at all levels.
For more information on the Key Skills as well as the Qualifications and/or experience required, please refer to the Job Description attached.
Rewards and benefits
From flexible working (where possible) to access to our Employee Assistance Programme, we aim to create a supportive and dynamic working environment where employees can achieve their full potential, achieve a healthy work-life balance and are rewarded for the work they do.
You will benefit from 27 days annual leave, rising to 28 days after 5 years’ service plus the opportunity to buy additional leave and an excellent
A range of discounts give our staff access to hundreds of offers; groceries, travel, cinema tickets, days out, leisure activities, high street retailers and the opportunity to save over £1,000 a year through our West Sussex Choices benefits platform.
For more information about the wide variety of benefits you can take advantage of please visit our Rewards and Benefits page.