Customer Service Team Leader
Albert Square, Manchester Employer: Manchester City Council
Job Level: Senior Level Job Type: Permanent
Position Title: Customer Service Team Leader
Salary: Grade 7 £28,485 to £31,601 (Bar at £30,785) per annum
Contract Type: Permanent Full Time
Location: Town Hall Extension, Albert Square, Manchester, M60 2LA
Reference: MCC98588WB/05

An exciting opportunity has arisen in Manchester City Council to join the management team of our Customer Service Organisation. We are looking for a highly skilled, motivated and experienced Customer Service Team Leader to lead a team within our busy Corporate Contact Centre, Contact Manchester. This post reports to a Customer Services Operations Manager. You should be passionate about delivering world class services to our residents, businesses and partners.

The Council’s Customer Service Organisation is the front door to the organisation and ensures that Manchester City Council provides excellence in service delivery at the first point of contact to our residents, businesses and partners across channels and services whilst ensuring value for money is achieved and sustained.

The Customer Service Organisation includes Contact Manchester, our Corporate Contact Centre which provides access to and delivers a wide range of key council services across multiple access channels including telephony, email, SMS, web and social media. Our Customer Service Centre which is located within Manchester’s Town Hall Extension provides access to key council and partner services for residents who require support and assistance.

As a successful, high performing and credible Team Leader you will have management responsibility for a customer services team operating across customer access channels and you will play a lead role in the delivery of the Customer Service Organisations key objectives, priorities and performance measures linking through to the City Council’s ‘Our Manchester’ strategy.

These priorities/objectives include:-
Deliver a world class customer service function for the City Council.
Achieve and sustain high levels of customer satisfaction across all customer access channels through the provision of high quality services that meet and exceed the needs of our residents, businesses and partners.
Develop and deliver effective and efficient services, systems and processes across channels to support the Council’s strategic priorities, objectives and statutory responsibilities, achieving high levels of customer satisfaction and positively enhancing the Council’s reputation.
Develop effective customer services related Service Level Agreements, performance measures and standards in conjunction with services and to ensure these are consistently met.
As a Team Leader you will embrace the team strategies driving performance by:-
Investing in the development of our workforce, creating a highly skilled and flexible workforce that is empowered and motivated to provide excellence in service delivery across channels and services, achieving high levels of resident satisfaction and continuous improvement.
Developing and delivering effective online systems which enhance the customer experience and support channel shift towards digital services.
Developing and delivering new integrated delivery models and ways of working across key partners and agencies to support the delivery of key City priorities such as ‘Our Manchester’, Health and Social Care Integration and Greater Manchester’s Devolution Agreement.
We are fully committed to safeguarding and promoting the welfare of children, younger learners and vulnerable adults and we expect all staff and volunteers to share the same commitment. The above post will be subject to enhanced DBS checks, satisfactory references and will be exempt from the provisions of the Rehabilitation of Offenders Act 1974.

We are an Equal Opportunities Employer and we positively welcome applications from all candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.