WARWICK DISTRICT COUNCIL JOB DESCRIPTION SERVICE: POST TITLE: POST NUMBER: REVENUES AND CUSTOMER SERVICES CUSTOMER

SERVICE TEAM LEADER T03/030/040/050/060 DATE RECEIVED: APRIL 2004

1.

PURPOSE OF YOUR JOB

To manage a team of Customer Services Advisers delivering first class, professional customer service to the public and a high quality front line service to the Council and its partners. 2. PRINCIPAL ACCOUNTABILITIES PERCENTAGE

1. To recruit, induct, develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity. 25% 2. To supervise the workload of the team, allocating team members to optimise service provision and administrative support across the hours of the operation of the Contact Centre. 20% 3. To monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers. 10% 4. To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction. 10% 5. To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements. 10% 6. To support the Contact Centre Manager in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities. 15%

7. To implement and maintain health and safety, security of staff, equal opportunities, customer service standards and other Council policies as appropriate, ensuring their understanding and implementation by team members. 5% 8. To undertake the duties of a Customer Service Adviser as and when required to ensure that a high level of customer service is maintained and to undertake any other duties as required, which are commensurate with the grading of the post. 5% 3. ORGANISATION a. CUSTOMER SERVICES MANAGER CONTACT CENTRE

TEAM LEADER CUSTOMER SERVICES ADVISER (5.5)

TEAM LEADER CUSTOMER SERVICES ADVISER (5.5)

TEAM LEADER CUSTOMER SERVICES ADVISER (5.5)

b. The Team Leader is responsible for the everyday running of the shift and the solving of immediate customer problems. The Team Leader will supervise, coach and monitor a team of Customer Service Advisers, organise regular team meetings, and six monthly appraisal and personal development meetings. c. The Team Leader will report to, and on occasion represent, the Contact Centre Manager. They will meet regularly to discuss new developments, issues arising and any relevant team matters. 4. a. DIMENSIONS Annual budgetary amount the job is either directly or indirectly concerned with: The cashiers currently handle 33,505,490 per annum. It is anticipated that the amount taken over the telephone and internet will increase significantly in the near future. b. Number of subordinate staff A team/shift of up to 5.5 Customer Service Advisers. c. Any other statistics relating to your work The Council deals with circa 600,000 telephone calls per annum, one third of which come through the switchboard and 42,500 are dealt with through the

Contact Centre. As part of the new corporate strategy it is proposed to increase the number of calls dealt with by the Contact Centre to 80% and that 80% of those calls are dealt with at first point of contact. This will mean that the number of calls dealt with immediately by this unit will increase significantly. Currently approximately 1,600 emails are received into the Contact Centre per annum. This is expected to increase in line with the corporate strategy and egovernment agenda. 5. a. JOB CONTEXT The Contact Centre will provide greater accessibility, through different mediums, for local people to Council services. Future developments, including participation in the Warwickshire On-line Partnership, will develop links with other public service providers operating in the district to promote joint working. The Team Leader post will regularly liaise with officers across the Council as the Team will deliver services in co-operation and partnership with other agencies and the Team Leader will be the first contact for co-ordinating these partners. As part of the Customer Access Strategy the contact centre will enable Council Services to be offered over extended hours. SCOPE FOR IMPACT

b.

c.

6.

The Councils Customer Access Strategy, and its Community Health and Advice Services, are key to meeting its Corporate Objectives in relation to customer service and meeting the challenging e-government targets. The Customer Services Team will be expected actively represent the customer throughout the organisation ensuring continuous improvement by highlighting any unusual events or trends and feeding back information to other members of the team and to Team Leaders. The Customer Services Team as the front face of the Council will directly influence the public perception of the effectiveness and efficiency of the Council. 7. CHALLENGES

The assessment of both customer and staff needs, and calmly ensuring the balance is maintained in a busy and sometimes pressured or emotional environment will be one of the key challenges for the Team Leaders. Extensive personal knowledge gained from training, day to day contacts, accessing databases and integrated back office systems will be critical to the success of the team.

The Team Leader will be expected to encourage and support the levels of cooperation between customer services staff and other officers of the Council to ensure the efficient and effective delivery of the Councils front line service. The introduction of new technology and a wider range of services to be delivered by the Contact Centre present new challenges and opportunities to enhance customer service. Supporting and keeping the team up to date will be the responsibility of the team leader. 8. a. KNOWLEDGE AND EXPERIENCE GNVQ/NVQ level 3/A level qualification or equivalent; or Detailed Contact Centre knowledge gained over at least three years experience in a service orientated environment, ideally with a cash/credit handling element. Two years supervisory experience within a contact centre environment, or the ability to demonstrate the skills required for the effective recruitment, selection and supervision of a team Demonstrable good written and verbal communication skills Ability to compile and analyse statistical information Experience of working with databases Ability to remain calm when dealing with difficult or distressed people Commitment to health and safety, equal opportunities and anti-discriminatory practices in employment and service provision Understanding of the needs for confidentiality and compliance with service regimes. Ability to work on own initiative and as part of a team. ADDITIONAL INFORMATION

b.

c. d. e. f. g. h. i. 9.

The post holders will be required to work between 8am and 8pm Monday to Friday and 10am to 4pm Saturdays. The post holders will have access to individuals personal, credit and bank details and therefore may be subject to a financial check and asked to sign a confidentiality agreement.

10.

APPROVAL

Signed . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dated . . . . . . . . . . . . . . . . . . . . . . . . . . . . Post holder

Signed . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dated . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service Area Head