Team Leader (Customer Operations) (Permanent) (Full Time)

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An opportunity has arisen for a Team Leader post in the Customer Service Unit.

 

 

We are looking for a self motivated, well organised individual to work as part of the management team in the Customer Service Unit and lead a team of advisers to deliver high quality, efficient and effective customer service through all of our customer contact channels.

 

 

You will manage the delivery of customer service within the Customer Service Unit; support the customer service team to ensure that all services are delivered in line with agreed processes and standards; monitor performance and make operational changes, where necessary, to ensure that customer waiting times are kept to a minimum but continuing to deliver a high standard of service to our customers; lead, participate and attend liaison meetings with our internal customers ensuring that the Customer Service Unit is aware of all procedural changes that will impact our customers and service delivery and deliver the highest quality customer service and operations standards through effective leadership of the customer operations team.

 

 

It is essential that you have experience in leading teams in a customer services environment; effective communication, organisational, time management, customer service, ICT, literacy and numeracy skills; the ability to work as part of a team and on your own initiative, work to deadlines and quality standards; experience of delivering and managing a wide range of Customer Service Interactions as well as the ability to analyse and present management information.

 

 

If successful, you will be required to undertake a Disclosure Scotland check, the level of check will be determined by the duties of the post. If you would like further information in relation to the Disclosure Scotland checks, please visit www.disclosurescotland.co.uk