Client: Leicestershire County Council
Location: Customer Service Centre, County Hall, Glenfield, Leicestershire, LE3 8ST
Job Category: Customer Service
EU work permit required: Yes
Job Reference: baa2f05170e2
Job Views: 6
Posted: 09.02.2025
Expiry Date: 26.03.2025
Salary: £34,350 - £37,950 per annum (pro rata for part-time)
Working Hours: 37 hours per week on a rota basis worked between 8.30am and 5.30pm Monday to Thursday and 8.30am and 5pm on Fridays.
Contract Type: Permanent
Closing Date: 17/02/2025
Job Description:
An exciting opportunity has arisen within the Adult Social Care Customer Service Centre for a permanent Team Manager position.
This role will be to coach, mentor, develop, support and performance manage a team of Customer Service Advisors enabling them to achieve and exceed the vision, goals, targets and strategic objectives of the department and Council.
Main duties and responsibilities:
* Coaching and developing individuals within a team, using techniques and working practices that are aligned to the individual’s working and learning styles.
* Identify training needs for staff, develop and deliver training plans and material where appropriate.
* Performance manage team members ensuring the performance framework targets and goals are adhered to and surpassed. Where consistent underperformance is identified, implement necessary action aligned to the policies and procedures of the organisation.
* Identify customer trends and implement individual and team actions to support and enable a positive customer journey.
* Support the Team and the customer by managing customer dissatisfaction and appropriate referrals from the team, service or organisational leadership team.
* Support and undertake allocated tasks in line with project work streams and continuous improvement tasks.
* Effectively plan, allocate and manage workloads of the advisor team to ensure achievement of targets.
About You:
To apply for this role, you must:
* Demonstrate experience in managing a diverse team in a customer service environment.
* Demonstrate experience in coaching, developing and mentoring people.
* Demonstrate experience of being managed against targets.
* Demonstrate experience in a role dealing with customers, responding to queries verbally and in writing.
* Demonstrate experience of performance management in a customer service environment.
* Demonstrate experience of working with IT packages.
* Demonstrate experience in supporting change programmes and supporting the implementation of strategic goals.
This post is covered by Part 7 of the Immigration Act (2016) and therefore the ability to speak fluent English is an essential requirement for this role.
Interested in Flexible Working?
We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual’s personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.
For more information or an informal discussion, please contact:
Telephone: 0116 3054518
Email: [Insert Email Here]
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
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