Customer Access Team Leader Ref: 15-25

Experience and Knowledge

Essential

• Proven experience in a leadership role within a customer service or contact centre environment
• Microsoft office software
• Knowledge of variety of services provided by Local Government.
• Ability to search and navigate the internet effectively.
• Knowledge of and ability to access, read and maintain a variety of databases

Desirable

• Previous local authority experience
• Knowledge of Academy
• A working knowledge of customer relationship software preferably GOSS CRM.

Qualifications

Essential

• A good standard of spoken and written English (GCSE English at grade C / Level 4 or above or equivalent qualification or experience)

Desirable

• NVQ customer services.
• ECDL or equivalent computer skills

Behaviours

Collaborative - I encourage individuals and teams to work, learn and deliver together.

Ambitious - I act as a role model, leading by example: motivating, influencing and inspiring others.

Results-driven - I recognise good performance and take the time to thank, praise and celebrate achievements.

Empowering - I empower everyone to work in the most effective way, trusting in their ability to deliver, and encourage individuals to have the confidence to challenge in a safe space.

Supportive - I promote and regularly check on individual's mental health and wellbeing.

Health & Safety (exposure to risk)

None