Customer Contact Team Lead

Job Description

Working within the Customer Contact team, the post holder will supervise a team of staff to ensure delivery of an efficient and effective first point of contact support service in matters relating to Council Tax, Non Domestic Rates. Housing Benefit, Sundry Debt, and Scottish Welfare Fund.

The postholder will ensure Customer Contact Advisors provide high quality and accurate information, support, and guidance to customers across a range of Council services including Revenues and Benefits, Scottish Welfare Fund, National Entitlement Cards, and payments providing resolution at first point of contact where possible.

The postholder will also ensure consistent delivery in line with the corporate approach to telephony in order to assist with the promotion, delivery, and integration of the Council’s key objectives; specifically in relation to those identified within the Finance & ICT Service Plan, the Council’s Digital Strategy, Strategic Plan and Community Plan.

Requirements

We follow the national guidance in relation to pre-employment checks namely “Safer Recruitment Through Better Recruitment”. With regards to requests for references and in line with this guidance, during your application process you should provide details of a minimum of two appropriate and relevant references, one of which should be from your current or most recent employer. It is also a requirement that the reference from your current or most recent employer is from an appropriate senior manager and it is not a reference from a former peer operating at the same level.

If you apply for this post, please add the following email address to your safe sender list to ensure that any MyJobScotland related e-mails go directly to your inbox - noreply@myjobscotland.gov.uk.

Responsibilities

The duties of this post requires access to the public sector network and therefore the successful applicant must complete a basic Disclosure Scotland application. A formal offer of employment with East Ayrshire Council will only be made once satisfactory clearance has been received. Any information that is disclosed on a basic disclosure will require to be discussed before a formal offer of employment is made.

The Individual

This is a permanent full time post based within the Johnnie Walker Bond, Kilmarnock.

The hours of work are 35 hours per week to be worked:

Monday - Thursday 9.00am - 5.00pm & Friday 9.00am - 4.00pm

The full time salary of the post is £32,469 - £34,762 per annum.

The workstyle for these posts is Flexible - 50% -79% of your time in an office location/ multiple work locations. You will work at your administrative base or another agreed office location between 2.5 to 4 days per week and only occasionally from home. It is the expectation that all office-based employees (with the exception of those working in schools) will work to the higher end of their allocated workstyle in terms of time spent in the office or at other work locations

If you require further information please contact Susan Tyeson at susan.tyeson@east-ayrshire.gov.uk or Mhairi-Claire Gallacher at Mairi-Clare.Gallacher@east-ayrshire.gov.uk

East Ayrshire Council is committed to creating a diverse and inclusive workforce and welcomes applications from all members of the community. We encourage applicants from underrepresented groups including Black and Minority Ethnic people, disabled people and LGBT people. We are also keen to decrease occupational segregation and so encourage women to apply for managerial posts and/or roles in which they are underrepresented. East Ayrshire Council is a Disability Confident employer and a Recruit with Conviction Ambassador.