Customer Relations Team Leader
The West Midlands Combined Authority (WMCA) is a strategic authority working with partners to deliver a stronger West Midlands, with a focus on skills, innovation, transport, economic development and regeneration. Individual Councils and Local Enterprise Partnerships will still deliver services and retain their identity but on the big decisions we will have the resources to work together.
This is an exciting time for the West Midlands - the Commonwealth Games will be here in 2022, the arrival of HS2 will help make us a world class business location and a new £350m housing deal aims to deliver 215,000 new homes by 2031.
Working as part of a team within the Customer Experience Directorate, as a Customer Relations Team Leader you will deliver an exceptional service to customers and stakeholders of the WMCA and the Office of the Mayor of the West Midlands. You will lead a team that investigates and resolves customer enquiries through a focus on high quality written correspondence, carrying out thorough research and using their findings to prepare responses that meet with both procedures and our high quality standards. This is a challenging role working in a time critical environment
You will have previous experience of managing people within a busy multi-channel Customer Services environment, handling complaints and responding positively to contentious and sensitive issues. The ability to communicate effectively with different audiences is essential as well as the confidence to deal with a wide range of stakeholders including members of the public, senior politicians, lobbyists and constituents.
This is a diverse role requiring a strong people manager to lead a team that serves customers via a range of channels including telephone, written and social media. We are therefore seeking someone who can work flexibly and support a team on a wide range of subject matters covering transport and the wider work of the WMCA. You will inspire a culture where team members feel motivated and deliver a great customer experience.
There will be a requirement to work varied hours between the hours of 0800 and 1800 Monday to Friday and Saturdays 0900-1300.
In return for your hard work and commitment, we will reward you with a range of competitive and attractive benefits.
To apply for this opportunity please click apply where you will be required to register with our Online Recruitment System which is quick and easy. Please provide detailed information in your application outlining your suitability for the post and ensure it is submitted by the closing date.
A CV may be uploaded for extra information, but please note that personal details should be omitted and a CV alone will not be accepted.
Closing Date: Sunday 19 August 2018
Assessment held: w/c 20 and 27 August 2018
Interview held: w/c 3 September 2018
We are committed to equality of opportunity in service provision and employment. Our recruitment policies, procedures and practices enable all applicants to be considered on merit and ability to do the job. We will make reasonable adjustments, in line with the Equality Act, for disabled applicants if these are needed.