Case Services Team Leader - Regulatory & Parking Services
Case Services Team Leader
About Us:
We pride ourselves on delivering exceptional experiences to both internal and external customers. Our commitment to adding value ensures that we consistently achieve the right outcomes.
Role Overview:
As the Case Services Team Leader, you will play a pivotal role in managing a team of dedicated caseworkers. Your primary responsibility will be to respond to and resolve service requests from external customers. By leveraging your technical knowledge, adherence to business rules, and familiarity with statutory guidance, you’ll ensure that cases are handled efficiently and effectively. Attention to detail, accuracy, and a strong customer focus are essential qualities for success in this role.
Key Responsibilities:
* Case Resolution: Lead your team in promptly addressing service requests, utilising technical expertise and established workflows.
* Customer Focus: Maintain a high standard of service by ensuring attention to detail and accuracy throughout the case resolution process.
* Self-Service Promotion: Encourage self-service options where appropriate to enhance efficiency.
* Record Keeping: Ensure meticulous records are kept using our systems.
* Service Coverage: Handle cases spanning various council services, with a specific focus on Parking, Environment, and Regulatory matters.
* Team Management: Collaborate with the Head and Deputy Head of Customer, Case & Parking Services to continuously improve work processes, standards, and compliance.
* Workflow Efficiency: Manage case resolution timelines, striving for quick and effective resolutions.
* Quality Assurance: Conduct quality checks and provide training and support as needed.
* Interdepartmental Coordination: Work closely with Customer Services and Specialist Services to ensure seamless handoffs.
* Performance Standards: Uphold agreed-upon performance metrics and address any issues promptly.
Essential criteria:
-Proven ability to lead a team with experience in all aspects of people management including effectively manage performance, setting targets and dealing with issues as they arise
-Experience in setting, maintaining and monitoring standards of accuracy, diligence and service delivery
-We are seeking applicants who are educated to NVQ level 3 / A Level standard or have experience in the service area.
Desirable :
- Professional business qualification
- Part qualified in a specialist service qualification or working towards this
- Experience in selection and recruitment
Closing date for applications : 21st July 2024
Interviews W/C : tbc
Appointment Type
Permanent Position
Full Time/Part Time
Full-time
Job Category
Customer, Case and Parking Services
Hours
37
Location
Millmead House, Millmead, Guildford GU2 4BB
Salary Min
Grade 6 - £41,110
Salary Max
Grade 6 - £48,519
DBS Security Clearance Level Required
Basic (if access to either GCSX or Open Revenues)
Closing Date
21/07/2024
Ref No
10767
Documents
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(Word, 104.96kb)