UK Shared Business Services
Customer Team Lead
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Customer Service Team Leader
Band D £34,101
Swindon
It’s an exciting time to join UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.
We now have an exciting opening for an experienced Customer Services Team Leader to join the team. We make customer contact easy, convenient, and transparent for customers to enable a high-quality service to be delivered right first time, through our ‘single front door’ and appropriate triage.
Duties
- Provide team leadership and management to the customer service and IT team, to ensure the delivery of high-quality services to our clients
- Monitor and evaluate team performance to ensure achievement of SLA’s, KPI’s and other service delivery targets
- Handle escalated customer enquiries and complaints, providing timely and effective resolutions
- Oversee daily operations, including scheduling, workload distribution, and task prioritisation
- Use key KPI’s to guide areas of improvement through the creation of new customer service initiatives
- Work collaboratively with other operational managers, stakeholders, and colleagues to share knowledge and best practice and develop solutions to improve service delivery
- Promote an inclusive, customer centric and proactive team-based culture which identifies, communicates, and addresses customer needs
- Maintain accurate records and documentation of team performance for compliance of any audits
- Prepare reports and presentations for management as required
- Deputise for the Operations Manager and your team when required
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To do this role well you will need:
- Demonstrable experience of pro-actively managing a performance driven team to achieve individual and service delivery SLAs consistently
- Experience of working in a high-volume contact service environment
- Proven working knowledge of CRM or equivalent systems
- Focussed and driven to achieve success with the ability to confidently lead and motivate others
- Excellent communication skills, both written and verbally, with the aptitude to build relationships with internal and external contacts and stakeholders
- Strong customer service skills with a solution outcome focus to support strategic direction
- Strong numeracy and analytical skills with the ability to interpret data and present MI
- Knowledge of Service Now, Oracle or equivalent ERP systems would be highly advantageous
Your application:
Closing date for applications is Mon 5th October, with interviews taking place week commencing 12th October.
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As part of the application process, you must submit both a CV and a covering letter. Your covering letter should outline your reasons for applying for the role and highlight any transferable skills and/or relevant experience that support your application. Please note that applications submitted without a covering letter will not be progressed.
Artificial Intelligence:
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn.
Successful candidates may be required to undergo Security Clearance (National Security Vetting) as part of their employment. To meet these standards, applicants must normally have lived in the UK for at least the last five years and be able to satisfy background, identity and criminal record checks.
We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.
We look forward to hearing from you.
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