OADBY AND WIGSTON BOROUGH COUNCIL

JOB DESCRIPTION

POST TITLE:Customer Service Supervisor

POST NO:TBA

SERVICE AREACustomer Services

GRADE:Band 5 SCP 22-25

RESPONSIBLE TO:Customer Services Team Leader

JOB CONTEXT:

  1. To assist the customer service team leader to provide efficient and effective services to customers visiting the Customer Service Centre
  1. To supervise and support a team of Customer Service Officers, to ensure that enquiries, service requests and complaints and admin duties are dealt with in a timely, efficient and effective manner.
  1. To support the Customer Service Team Leader to develop individual staff and team performance through training and development of staff by producing regular progress reports on staff both verbally and in writing as required.
  1. To play an active role in the assessment and development of staff within the service.
  1. Promote and maintain a culture which places customers first and aims to deliver a high standard of service.

MAIN DUTIES AND RESPONSIBILITIES:

  1. To supervise and support a team of Customer Service Officers who are resolving service enquiries and carrying out administration duties in both face to face and telephone environments
  1. To provide assistance and guidance to officers on a vast range of council services
  1. To assist officers dealing with challenging customers and take over escalated enquiries and calls when needed.
  1. To monitor and assess performance, coach and develop officers to achieve required standards. Mentoring, supporting and appraising staff as required including carrying out monthly 121s and annual appraisals.
  1. To assist in the design of training packages and materials to address new or revised service offerings within Customer Services
  1. Identify training and development needs, of new and existing staff and devise, prepare and deliver training across a wide range of systems and procedures. Assess the effectiveness of training by continuous performance monitoring to meet established targets and learning objectives.
  1. To ensure that information, procedures and service delivery changes are effectively communicated to staff, in a timely manner, through regular staff meetings, training sessions and one to one supervision.
  1. To work in close liaison with all Council departments and external agencies, to assist with improving customer access to joined up services to the community.
  1. To lead by example and to provide a high quality, proactive, face-to-face and telephone Customer Service experience and enable members of the public to access accurate advice and assistance with all council service requests using all the resources available, working in partnership with departments and external agencies.
  1. To assist the customer service team leader/manager in handling complaints about the service area
  1. To maintain and develop databases and manual records, collating and presenting management information.
  1. To produce statistical information and reports to the Customer Service Team Leader to assist in identifying service delivery issues and to drive continuous service improvements assist in the continual strive to improve service delivery
  1. To produce weekly rotas and ensure minimum staffing levels are adhered to so service levels can be met.
  1. Assist the Customer Service Team Leader with the management of leave, sickness absence and return to work interviews.
  1. To efficiently and effectively operate a range of IT systems, Customer Relationship Management System (CRM) and relevant computer systems and databases, ensuring that all information entered and retrieved is up to date and accurate, and is communicated in a timely manner to relevant sections and organisations.
  1. To liaise with IT to ensure systems and equipment in the centre are working appropriately.
  1. To ensure that all day-to-day financial transactions of the Centre and reconciliation processes undertaken adhere to laid down procedures and to internal audit recommendations.

KEY FUNCTIONAL LINKS WITH:

Internal:Allemployees of the Council and Elected Members.

External:Residents of the Borough (the General Public), outside agencies, Government bodies and external organisations as required.

WORKING CONDITIONS & ENVIRONMENT

  1. The post is situated within the Customer Service Centre, Bell Street, Wigston. However, you may be required to work from other sites and places within the Borough, where your professional attendance is required.
  1. The post holder must ensure they wear the correct uniform at all times, and are smartly presented.
  1. The post holder may be required, on occasion, to work outside normal working hours to attend meetings, or on other occasions when your professional attendance is required.

ADDITIONAL REQUIREMENTS

  1. This job description outlines the main duties of the post but does not exclude other duties, which may need to be undertaken to ensure the efficient operation of the Council running its services. Other duties required will be consistentwith those listed above and appropriate to the title and grade of the post.
  1. Ensure equality of opportunity for all people, in service provision and in employment, and to work in a non discriminatory manner in accordance with the Council’s Equal Opportunities Statement and pursuant to the Equality Act 2010.
  1. Comply with the provisions of the Data Protection Act 1998, the Computer Misuse Act 1990, the Human Rights Act 1998 and the Freedom of Information Act 2000, or any amendment or any statutory re-enactment thereof at all times.
  1. To take all necessary steps in order to ensure that information acquired through their employment or contained within the Council is kept confidential at all times.
  1. This job description is a record as at the date below. Any changes to the job description will be carried out in consultation with the post holder, who will be expected to participate fully in such discussions. It is the Council’s aim to reach a mutual agreement to reasonable changes but if this is not possible the Council reserves the right to implement reasonable changes to the job description after consultation with the post holder.
  1. Carry out all duties outlined above in accordance with all Council policies and procedures.
  1. To carry out any additional duties (as and when required) outside of the post holders duties to assist the Council in the operation and promotion of its business.

I have read and understood the contents of the Customer Service Supervisor.

Signed:...... Date:......

Name:......