Customer Service Team Leader

Role Purpose Customer Service Team Leader

This role exists to help Haringey Council to serve its customers well.

This will be achieved within a specific service area including face to face (including but not limited to Customer Service Centres), digital, telephones, and service development.

Main Responsibilities Customer Service Team Leader

• To manage a team across the core activities of the service with a focus on delivering a high level of customer service and performance and staff management.
• To specialise in one of the following areas: Customer Service Centres (face to face), Digital Contact Centre (including but not restricted to telephones, social media, inboxes and digital processing).
• To support and deputise for Customer Service Manager, and to represent the service at internal and external meetings, as required
• To provide comprehensive advice and be able to deal with complex, contentious or technical enquiries.
• To ensure the provision of high quality, professional customer facing services and improved service outcomes.
• To respond effectively and accurately to routine enquiries in accordance with procedures.
• To assist in the delivery of various service functions in accordance with priorities and service demand.
• To demonstrate flexibility and adaptability in the drive towards change and the improvement of processes.
• To comply with statute, legislation, discretionary powers, council standing orders, council policies and codes or standards of conducts.
• Response to complaints and feedback to staff following investigations as appropriate
• To participate in the drafting of reports on behalf of CS Management as required
• To work on service wide projects and initiatives, including the design and development of Service-related policies and strategies.
• To act as key leading resource in responding to Members Enquiries, FOI and formal Customer Complaints Key activities
• The key activities for this role include but are not limited to:
• To act as an escalation point for complex customer enquiries;
• To keep a good understanding of services, working closely with internal and Service-related subject matter experts.
• To monitor handling time and use of solutions to achieve excellence in Customer Satisfaction through the pursuing of first-time contact resolution.
• To own improvement initiatives aimed at demand reduction and the achievement of significant shift towards digital channels and transactions.
• To work across the wider Customer Experience Team and service areas in the continuous reviews of avoidable contacts and the ongoing reduction of our cost to serve.

Knowledge, Qualifications, Skills and Experience Customer Service Team Leader

• Customer Service Team Leader a high knowledge of relevant legislation, best practice and customer contact procedures.
• Have a high knowledge and experience of concepts, principles and practices gained through experience and development in a specific field (face to face, digital, social media, telephones, and development).
• Experience of managing and motivating teams of staff in a busy environment.
• Experience of setting own and team priorities in line with agreed targets, managing workloads according to service needs.
• Customer Service Team Leader Able to work under pressure with competing priorities.
• High standard of written and verbal communications skills.
• Good IT skills required to operate in a front-line customer services and office environment such as MSOffice
• Customer Service Team Leader Being creative and innovative on an ongoing basis
• Dealing with a range of complex matters that can have significant impactions for the Service, employees or partner organisations.