Customer Team Leader (Customer Experience Centre) - Ref: CH01422

Walsall, West Midlands
Salary: G9 (£34,373 - £39,571)
06 May 2022
20 May 2022
Job Ref
Contract Type
Full time permanent
Working Pattern

Customer Team Leader (Customer Experience Centre) - Ref: CH01422
Salary: G9 (£34,373 - £39,571)
Hours: 37 hours per week
Contract: Permanent

At Walsall Council, we believe that people are at the heart of everything we do. In our work, the way we listen and respond to our customers and colleagues will decide the way we grow and bring Council’s vision to life.

To succeed, we must push the boundaries of customer service and added value - outstanding is the new standard and the new routine.

We now have an exciting opportunity for a Customer Team Lead to join our team, within our Customer Experience Centre (CXC).

The Customer Experience Centre is the first point of contact to a wide range of Council services.  Traditionally most of our enquiries are received by telephone, or through face to face appointments, but our customers are gradually being supported to move towards a range of new digital communication channels which makes it an exciting time to join the team.  In return, you will receive comprehensive training and development, flexible and home working opportunities and a rewarding career, that allows you to make a real difference to the services we provide.    

Using evidence-based insight into solving problems, managers will create an environment that supplies opportunities for all individuals and communities to fulfil their potential.

As leader of people, as a manager you will:

  • Work collaboratively to develop strong working relationships and supply a bridge between the council and the communities it serves.
  • Embrace change and strive for improvement continuously.
  • Provide value for money to ensure services are delivered in a prompt fashion, combining sustainability with quality.
  • Challenge the status quo, enable, and empower, act with integrity.
  • Together, provide services that the people of Walsall will be proud of.

The main purpose of the role is;

  • To lead and oversee an operational team of customer advisers, ensuring they deliver a high level of customer experience while promoting a positive working culture and championing new ways of working.
  • To find and develop opportunities for continuous improvement and the use of digital channels for customer access and management.

The successful candidate will;

  • Lead change in procedure and policy based on issues encountered
  • Work innovatively to resolve issues that have been escalated by either the Customer Adviser or Senior Customer Adviser
  • Demonstrate our values and behaviours and encourage this in other team members –representing the council appropriately within a customer facing position
  • Unlock talent and maximise potential – spotting positive attributes in staff and encouraging them further
  • Lead on team performance, supplying procedural updates where appropriate to ensure a better service. Record metrics to give a view on performance.
  • Lead on managing resources ensuring value for money on all council spend within our own control
  • Have an awareness of, and commitment to, equality of opportunity
  • Have awareness of, and commitment to, confidentiality and handling data

For an informal discussion email 

View Job Description and Employee Specification

View important Information for Applicants

Closing date: Friday 20th May 2022

This post is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers.  The post holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English.

For this role the successful candidate must undergo a Baseline Personnel Security Standard (BPSS) check.  BPSS is the minimum standard to ensure the identify and integrity of an employee who has access to official information using secure networks linking central governments and local authorities.  A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).

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