Customer Services Lead

  • Job Reference: 00027298-1
  • Date Posted: 14 November 2020
  • Recruiter: CV-Library
  • Location: Warwick, Warwickshire
  • Salary: £14.00 Per Hour
  • Sector: Call Centre / Customer Service, Covid-19
  • Job Type: Temporary

Job Description

A temporary Team Leader is required for a minimum of 6 months to head up a new Customer Services Team within a West Midlands based Local Authority. The Team Leader will be responsible for a team of 20 advisors calling residents who have had a positive Covid-19 test and are isolating at home. The reason for the call is to understand where the individuals have been and where they may have contracted the virus. The Team Leader will need to have experience of leading a team of staff (Part time & Full Time) and ideally previous experience of the public sector. Duties will include:
To work with other members of the Customer Service Centre (CSC) Management Team in support of the planning and development of future operations.
To monitor and manage the changing needs of the service, making recommendations for service improvement and implementing those improvements to the satisfaction of customers.
To supervise, develop and support a team providing a front line contact centre service to the public, the council and other approved agencies.
To manage the workload of the team, allocating team members and other resources to optimise service provision across the hours of operation of the CSC.
To manage, monitor and report on the team's performance and demonstrate best practice in all aspects of customer care.
To liaise effectively with both CSC based staff and representatives of other service/departments/organisations associated with the CSC.
To undertake the induction, training and development of the team.
Home based. £14 ph. 37 hours per week. Min 6 month assignment