Team Leader - Customer Response INTERNAL

Job Purpose:

Before applying for this job, it is important that you read the guidance by clicking on this link and the Job Profile attached. These explain the job role and the type of person we're looking for.

Location:
Duration: Fixed Term, Full Time

Roles that require PVG Membership

Please note that with effect from 1 April 2023, where a role requires PVG membership, candidates will be required to meet the cost of the PVG membership. This applies only to roles with a full time equivalent salary of £30,000 and above. (Teaching roles and jobs at Grade 11 and above (currently £31,505 per annum / £17.31 per hour)

The Council will pay for the PVG membership cost initially, either £18 for existing PVG scheme members, or £59 for non-members, and this cost will be deducted from an employee’s first FULL month’s salary payment.

Job purpose/about the role

The purpose of this role is to oversee the delivery of a high-quality Customer Response service and to manage, support and develop direct reports, ensuring the team are motivated and focused. The post holder will play a key role in the digital and assisted digital programme ensuring that customers are supported where required and access council services in a manner appropriate for their needs. The post holder will be an excellent communicator, demonstrating empathy, rapport building skills and have a strong customer service ethos.

We are looking for a motivated and enthusiastic individual to join our Contact Centre and Customer Service Centre team as a Team Leader on a fixed-term contract to cover maternity leave. In this role, you will be responsible for managing and guiding our frontline teams, ensuring they are equipped to handle high levels of demand each day. You will play a key part in maintaining smooth operations, supporting team members, dealing with escalated enquiries and making sure our service standards are consistently met

The post holder needs to hold as a minimum:

not applicable

The postholder is able to demonstrate:

• Successful leadership experience within a customer service environment.
• Proven track record of delivering against service targets in a customer facing role with experience of improving customer service.
• Delivering high quality customer service through effective planning and utilisation of resources.
• Reporting and analysing management information to help inform day-to-day operational decision making.
• Communicating with accuracy and clarity, both verbally and in writing.
• Effectively handling difficult situations.
• Actively listening and the ability to assimilate information.
• Using IT systems and standard ICT packages, such as the Microsoft Office suite of software.
• Practical and creative problem solving.

About Us

Please see the Job Profile for further details.

Aberdeen City Council is an equal opportunities employer and we are committed to equality, diversity and inclusion. For further information, please see our Equality, Diversity, Inclusion and Recruitment pack.

Flexible Working

We are happy to talk flexible working and offer flexible working for most roles in the organisation meaning that many of our employees enjoy the freedom of choosing a working pattern that suits them as much as it suits the organisation.

Disability Confident

We are a Disability Confident Employer. If you consider yourself to have a disability and think you may require a reasonable adjustment to be made for this part of the selection process, or would like further information in relation to reasonable adjustments, please contact AskHR@aberdeencity.gov.uk.

Armed Forces

We are a forces-friendly employer, have signed the Armed Forces Covenant and are a gold award recipient in the Defence Employer Recognition Scheme. We have a specific email address for those in the forces, those who have left the forces, as well as their partners / spouses / families: armedforces@aberdeencity.gov.uk. We are able to answer questions about jobs and our application / selection process, as well as about our employee support provisions.

Guaranteed Interview Scheme

We have a number of guaranteed interview schemes available to applicants who meet the minimum criteria for the role they are applying for who:

• have a disability as defined by the Equality Act 2010 (all jobs)
• looked after young people, those that are in continuing care or are a care leaver up to the age of 29 (all jobs)
• are aged 16-24 and live in Aberdeen City or have been to an Aberdeen City Council school and are applying for a Modern Apprenticeship (except Trades apprenticeships)
• have done a Foundation Apprenticeship with Aberdeen City Council and are applying for any apprenticeships relevant to the area in which they did their Foundation Apprenticeship
• are New Scots aged 16-24 and are applying for any apprenticeships

Please note that eligibility to work in the UK is dependent on legal status and all applicants must have the right to live and work in the UK.

Further information can be found at https://www.aberdeencity.gov.uk/services/jobs