Role Purpose Customer Service Team Leader

This role exists to help Haringey Council to serve its customers well.

This will be achieved within a specific service area including face to face (including but not limited to Customer Service Centres), digital, telephones, and service development.

Main Responsibilities Customer Service Team Leader

• To manage a team across the core activities of the service with a focus on delivering a high level of customer service and performance and staff management.
• To specialise in one of the following areas: Customer Service Centres (face to face), Digital Contact Centre (including but not restricted to telephones, social media, inboxes and digital processing).
• To support and deputise for Customer Service Manager, and to represent the service at internal and external meetings, as required

Knowledge, Qualifications, Skills and Experience Customer Service Team Leader

• Customer Service Team Leader a high knowledge of relevant legislation, best practice and customer contact procedures.
• Have a high knowledge and experience of concepts, principles and practices gained through experience and development in a specific field (face to face, digital, social media, telephones, and development).
• Experience of managing and motivating teams of staff in a busy environment.
• Experience of setting own and team priorities in line with agreed targets, managing workloads according to service needs.
• Customer Service Team Leader Able to work under pressure with competing priorities.
• High standard of written and verbal communications skills.
• Good IT skills required to operate in a front-line customer services and office environment such as MSOffice
• Customer Service Team Leader Being creative and innovative on an ongoing basis
• Dealing with a range of complex matters that can have significant impactions for the Service, employees or partner organisations.