We are recruiting for an Operational Team Leader to join our successful Specialist Customer Service team in Northallerton.
The Specialist Customer Service Advisors support the Social Care team through a range of shift patterns to provide 24/7 coverage. Shift patterns will be between the hours of 08:00am and 23:00 and include weekends and bank holidays on a rota basis. The role includes enhancements for weekends, and bank holiday work where applicable.
The role…
As an Operational Team Leader, you will lead, motivate, and support a team of Specialist Customer Service Officers to deliver a high quality, high performing, responsive and customer orientated service that provides the first point of contact.
You will undertake the day-to-day management and development of Specialist Officers who will be ensuring appropriate access to more complex services including, but not limited to, Health and Adult Services, Mental Health Services and Children’s Social Care. You will be committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.
This post will be overseeing the Specialist Customer Service Advisors, and you will be required to work on a shift basis with 4 days on, 4 days off rotation which will include evening and weekend working.
This role is pivotal to the success of our organisation and is an extremely rewarding position where you can make a real difference, both to your team and within the communities across North Yorkshire.
What you will bring…
We are seeking enthusiastic individuals that have a passion for providing an outstanding level of customer service to our communities and customers across North Yorkshire.
Ideally, you will have:
* Knowledge of contact centre operations
* An understanding of Data Protection Legislation
* Knowledge of leadership tools and techniques to manage performance in a contact centre environment
* Experience of operational team management in a multi skilled contact centre environment
* Dealt with complex enquiries in a customer services environment
* Experience of dealing with complaints and difficult enquiries
* Relevant IT skills - with experience using customer databases, internet applications and Microsoft Office
* Experience of dealing with vulnerable and/or distressed customers
* Experience of supporting a team through change
* Representing customer service in the event of an emergency planning incident
* You will be able to effectively communicate verbally and in writing with customers and colleagues using a range of different channels
* Be an innovative thinker and have a proactive approach to solving any issues that may arise
* Have a full clean driving licence as travel to other offices in North Yorkshire may be required
* Be able to work flexible in line with customer demand.
What we can offer you…
As a North Yorkshire Council employee, you will have access to some great benefits via our Everybody Benefits scheme such as shopping discounts, home technology and green car salary sacrifice schemes, financial well-being and health assured, our employee assistance programme, to assist with your health and wellbeing. You will also have access to our local government pension scheme, a generous plan for your retirement with the option to increase your monthly contribution if you so wish.
Contact and Apply:
If you would like an informal discussion about our role, please contact Joanne Hunter - Joanne.Hunter@northyorks.gov.uk
To apply please click the Apply Now link below.
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