Customer Service Team Leader

Pay: £16.63 per hour, 37 hours per week (part time wouldn't be considered)

Length: until end of March 2025 but with possibility of extending

Location: Ipswich office based only

Are you an experienced Customer Service Team Leader?

Do you thrive in a target driven environment with the ability to motivate the team around you in overachieving?

If the answer is yes, this is a role not to be missed!

On behalf of Suffolk County Council, Opus People Solutions are seeking a talented & enthusiastic Customer Team Leader, who can drive a team to achieve their full potential.

You will need to be passionate about all elements of customer service and have the desire to enhance the customer journey, by coaching and influencing your teams to believe that people are at the heart of everything they do. You will bring significant line managing experience or working within contact centre environment, modelling good practice and providing advice in complex situations.

No day will be the same, but the main purpose of the role is to Lead and oversee an operational team of Independence and Wellbeing Advisor's, ensuring they deliver a high level of customer experience while promoting a positive working culture and championing new ways of working. Along with identifying and developing opportunities for continuous improvement, developing & using digital channels for customer access and management. Proactive floor walking in the Contact Centre will be completed on a daily basis so that immediate feedback can be given on quality of service provided. Duty floorwalker to react quickly and proactively to demand in the contact centre (minute by minute) to ensure operational requirements are met.

Successful applications will need to possess and be able to demonstrate the following attributes;

Ability & experience to lead a team up to 10 or more.
Ability to listen and question effectively to gather appropriate information to resolve Independence and Wellbeing Advisor's queries effectively
Must have experience of strength-based approach and social prescribing
Identifying and undergoing coaching & progression for team members
Training new starters creating a welcoming environment and a clear training plan
Experience & success in achieving targets with the creativity to share new ideas on achieving above and beyond customer service.
Available to start your new role ASAPThis is office based role, where you will be required to cover a range of the following shifts : 8am-4.09pm, 8:36am-4.45pm and 9:15am-5.24pm.

"Suffolk County Council's WE ASPIRE values: Wellbeing, Equality, Achieve, Support, Pride, Innovate, Respect and Empower.

The mission is to make a positive difference for Suffolk; committed to working together, striving to improve, and securing the best possible services.

Suffolk County Council's Ambitions based on the council's objectives as laid out in our Corporate Strategy for 2022-26