Customer Service Team Lead

• Provide effective leadership and management to the Customer Service team for which you are responsible, by the recruitment, mentoring and management (including performance management, appraisal reviews etc.) of the staff reporting to the post, in accordance with the County Councils policy and procedures
• Planning and monitoring the provision of Customer Services delivery for the service area
• Deal with urgent and escalated queries and resolving customer concerns and informal complaints in line with the Corporate Complaints Policy
• Support the allocation of work within the team in response to customer contact demands
• Contribute to and support the development of the current customer service team practice and processes
• Undertake other duties related to the work of the organisations, as may be assigned, that are consistent with the nature of the job and its level of responsibility

• Significant experience in Customer Service delivery within a Local Authority Setting
• Understanding of Local Government and the policy context within which it operates
• Significant experience of line management, delegation, supervision, and performance assessment
• Proven track record in managing work independently

LogicMelon