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  • NORTH HERTFORDSHIRE DISTRICT COUNCIL

    CUSTOMER SERVICES DIRECTORATE

    JOB DESCRIPTION

    Date issued: June 2017 Post No: CS22120/CS22110 ---------------------------------------------------------------------------------------------------------------

    Job Title:

    Team Leader

    Service/Unit Area: Customer Services

    Grade: 6

    Hours: Full Time

    Responsible to: Customer Service Manager

    Responsible for: Direct Management responsibility for: 6-10 x Customer Service Assistants Indirect management responsibility for: Duty management of up to 20 staff (the operation of the Customer Service Centre (CSC)) when fulfilling the role of duty manager in conjunction with other Team Leader on a rostered basis.

    Contacts: Regular contact with: officers at all levels in the council, members of the public, contractors that deliver services on behalf of the council, members of the council, suppliers. The jobholder will work with service based project teams associated with the development of the CSC.

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    Job Summary:

    Part of the Customer Service management team, the post holder will, when acting as Duty Manager, ensure the CSC delivers a comprehensive, high quality and customer focussed service that resolves as many customer enquiries as possible at the point of enquiry.

    The post holder has direct responsibility for a customer service team providing a variety of council services, including liaison with managers of the services that their team delivers.

    As a customer service expert, the post holder will support the operation of the CSC by giving advice, guidance and coaching to all staff, leading by example, demonstrating a positive and flexible approach.

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    Key Responsibilities:

  • 1 Principal Responsibilities Customer Service

    To give customers a positive impression of the Council and CSC. Establishing and maintaining effective relationships with internal and external customers.

    To motivate and lead a customer service team, taking the necessary action to ensure that, as many enquiries as possible are resolved at the first point of contact.

    To ensure staff follow up when enquiries are passed to a specialist or where immediate action cannot be taken, so that a satisfactory resolution is achieved.

    To work with service managers to design, document, implement and maintain clear and precise systems and processes to meet the needs of customers and strive for continuous improvement.

    Performance Management & Quality Control

    To ensure the team delivers on their targets/objectives across the varied job challenges and services that exist in a CSC environment.

    To improve performance by giving high quality advice, guidance, coaching and mentoring on complex enquiries and complaints.

    To work closely with the other Team Leader to ensure the timely production, distribution and understanding of individual / team statistics and any Service Level Agreements (SLAs) that the jobholder is responsible for.

    Provide information and commentary on a regular and ad-hoc basis to the Customer Service Manager.

    To address any performance related issues in line with policies and procedures, seeking to reach a positive outcome.

    Specialist Duties - To be assigned across the Team Leaders

    As Duty Manager, to have sole responsibility for ensuring all operational areas of the CSC (reception, face to face, switchboard and telephone) are adequately staffed and maintained in a professional and tidy manner.

    To manage the council telephone system on a day to day basis including: liaison with approved maintainer, training, advice and support, ensuring the most effective use of telephone features in line with corporate response standards

    Management of various internal services to include, visitor badges, signing in sheets, maintenance of daily and public meeting boards and maintaining appropriate stocks of literature.

    To manage staffing, leave and working patterns within the CSC to ensure adequate cover for customer enquiries during all opening hours. Including:coordination of training, leave and absence and the preparation of efficient and workable duty rotas.

    To proactively identify opportunities to streamline processes to enable the most efficient use of CSC resources, and support channel migration where appropriate.

    To continuosly ensure information sources are kept up to date to enable the CSC to resolve as much as possible at the first point of contact, whilst supporting customers to navigate online sources.

    To undertake administrative tasks associated with the councils Customer Relationship Management (CRM) solution to include workflow / process scripting and electronic forms.

    To take responsibility for council services as delivered by CSC and associated SLAs.

    To take overall responsibility for the co-ordination of staff training and continued multi skilling of staff within the CSC, including the preparation and delivery of refresher training.

  • 2 Staff Management

    To provide strong consistent leadership.

    To provide supportive management to coach, develop and motivate their team.

    To display a professional, positive and flexible approach seeking positive outcomes to challenges and issues that may arise.

    To deploy staff effectively and ensure they are performing to agreed standards (including at least monthly 1:1 supervisory meetings, recruitment and selection, use of disciplinary and absence monitoring policies and performance appraisal).

    3 Service Management

    To review and develop the services for which the post holder is responsible, to achieve continuous improvement; to maintain agreed performance targets and to deliver services in line with our Corporate Priorities.

    To ensure the service meets the Councils Customer First Standards.

    To actively promote the service in order to raise the profile of the Council and the CSC and demonstrate its value to residents, customers and colleagues across the Council.

    To provide support and assistance to the other team leader and provide cover

    when required .

    4 Financial Responsibilities

    To proactively manage budgets under your control within agreed financial limits to provide value for money in delivering services and maximise the achievement of Council policy.

    To work within the Council's Standing Orders for Contracts and Financial Regulations.

    5 Other Responsibilities

    To attend meetings of the Council or Committees as required

    To ensure that all dealings with staff and the public are conducted within the Council's Equal Opportunities framework.

    To comply with all relevant legislation to ensure effectiveness in the role. To have regard for the duty of care of information (with particular reference to

    the Data Protection Act and Freedom of Information Act) gained during the course of employment that relates to other employees, the public, contractors, Elected Members etc.

    To create and maintain authentic, timely and reliable records in relation to your duties. To take due care and attention when gathering, recording and manipulating data and to have regard to guidance issued by the Council in connection with data management.

    To have an understanding and competency in risk management

    Managers/Supervisors:

    The jobholder is responsible for the implementation of safe systems of work

    and the application of established health and safety procedures. They must

    conduct regular risk assessments of their areas of responsibility, exercise such supervision and communicate such information as is necessary to ensure the health and safety of themselves, their staff, visitors and the general public whilst in the pursuit of NHDCs undertaking.

    To undertake other duties which may arise or as may be delegated from time to time, commensurate with the skills required for this post.

  • Signed Manager Date

    Signed Employee Date

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