INTERNAL ONLY VACANCY. This post is open to existing Leeds City Council employees only. Applications will not be considered from external candidates.

Job title: Customer Service Team Leader

Salary: SO2 £37,280 - £39,152 pro rata

Hours: 22.5 hours per week

Contract: Permanent

Location: City Centre Hub, Merrion House

As a Customer Service Team Leader, you will thrive on providing high level of support to your team members, ensuring that they are confident in their roles with all that they need to deliver superb front line services. You will be a people person, with high communication skills and a true passion for working within a public service to deliver excellent services to our citizens.

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.

About you

As a Customer Service Team Leader, you will:

Support the Customer Services Manager with the day to day delivery of services within the Community Hub, including but not exclusively staff members, customers, building/ location Issues and service delivery for Customer Services, Libraries, Job Shops, Housing Services and other external partners.
Support managers to ensure that frontline staff are thinking digitally in everything that they do. This may include ensuring adequate training is in place, ensuring floor walking is taking place and ensuring customers are being channel shifted to self-service options (amongst others)
Ensure that an excellent and comprehensive front line service is provided which delivers to the service standards required and improve overall performance and standards.
Develop and increase use of services, ensure the service is integral to the work of the Community Hub, make it responsive to customer and community need and ensure that it combats social exclusion and isolation
Establish the Community Hub as centre of learning and culture, accessible and welcoming to customers of all ages and backgrounds.

About the role

In Customer Services, we set our sights high. We provide a number of essential services that covers Libraries, Housing, Employment support through our Jobshops and we deal with a variety of enquiries for council services on a face to face basis.

We want to work with our residents to improve the quality of their lives and contribute to reducing poverty, reducing inequalities across areas such as health, digital skills, employment, housing and education,

You will be responsible for the daily operational efficiency of the frontline service, and the day to day running of sites. You will supervise teams, ensuring the required service standards are achieved to help us achieve our Best City Ambition and become a Child Friendly Leeds

What we offer you

We take pride in offering the best employee experience, with benefits including:

a competitive salary and annual leave entitlement plus statutory holidays
membership of the West Yorkshire Pension Fund with generous employer contributions
flexible and hybrid working arrangements subject to service requirements
a clear career pathway and continuing professional development opportunities
a range of staff benefits to help you boost your wellbeing and make your money go further

How to apply

Please complete the online application form.

Read our guidance for further advice on completing your application.

If you have any queries or would like an informal chat about the role please contact Zoe Hicks, Community Hub Manager via email on zoe.hicks@leeds.gov.uk.

A Disclosure and Barring Service (DBS) check will be carried out on preferred candidates. Read our recruitment of ex-offenders policy.

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.

This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visaroute before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Please ensure you are eligible before applying.

Job Description

Job purpose

To provide local ‘front of house’ management role ensuring appropriate integrated customer service provision within local buildings. To work on the frontline providing services to Leeds residents as well as supervising the day to day running of the service. To support and advise new and existing staff, including undertaking appraisals one to one’s training, coaching and mentoring duties across the range of services but particularly with regard to libraries, jobs and skills and customer service enquiries. To be proactive in managing the front of house provision to deliver an efficient and professional image of LCC. To train existing community hub staff to assist with a floor-walking provision in Community Hubs. To develop the role of this post within the community hub and the wider hub network.

Responsibilities

To promote and develop staff to assist with the use of transactional web services and self-service provision within the building.
To support city-wide digital inclusion projects and facilitate/increase customer access to IT within the community hub.
To collate accurate and comprehensive statistics from a variety of Databases and to provide management reports as and when required.
To identify otential and beneficial community hub ‘pop up’ services and deliver them from external locations.
To provide a service at any of the customer services; community hubs, one stop centres, library and job shops and be prepared to change location as necessary throughout the working week, according to the needs of the service.
To abide by LCC Financial Procedure Rules.
To be able to recognise and act sensitively in cases of potential risk or high priority.
To have an excellent knowledge of customer services skills, processes and procedures, and a proven track record of applying them in a face to face environment.
To be aware of, and adhere to, the principles of service standards in all aspects of customer contact, and to consistently achieve excellent customer satisfaction.
To keep fully up to date with all relevant service developments (with a particular emphasis on developing links with, libraries and employment and skills providers) and to work in partnership with other departments and agencies to ensure optimum service delivery.
To assist in staff appraisals, development, training, coaching and mentoring as appropriate.
To be responsible for the production of training and publicity material, and to deliver coaching, communication and training sessions as required.
To work on the development of action plans and other projects relating to the service as appropriate.
To assist community hub management in performing attendance management duties.
To support the work of the assistant community hub manager as appropriate, and to take on responsibilities of the assistant customer hub manager as and when required in their absence.
To demonstrate community hub functions to internal and external visitors as appropriate.
To contribute actively to the development and promotion of community hubs.
To work flexibly to meet the needs of customers, and the ongoing development of the service.
To participate in local management groups aimed at improving service provision for residents.
To be able to work in a fast moving and/or remote location with minimum supervision.
To be prepared to provide cover at any of the council’s; community hubs, one stop centres, libraries or job shops as appropriate, according to the needs of the service.
To maintain a polite and professional manner if difficult or abusive situations arise.
To maintain complete confidentiality at all times and to sign a declaration to that effect.
To fully understand and adhere to the requirements of data protection legislation.
To carry out duties in accordance with the Council’s equal opportunities policy and other policies which respect the rights and needs of customers and colleagues.
To share knowledge of best practice with colleagues and managers across the service.
The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.

Qualifications

Not applicable.

Essential behavioural and other characteristics

Understand and embrace Leeds City Council values and behaviours and codes of conduct
Committed to continuous improvement in all areas and work towards delivering the Leeds Ambitions of health and wellbeing, inclusive growth, thriving strong communities, and a resilient sustainable city
Able to understand and observe Leeds City Council policies and procedures
Carry out duties having regard to an employee’s responsibility under Health, Safety and Wellbeing
Participate in appraisal, training and development activities to ensure up, to date knowledge and skills
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding equality and diversity of Leeds City Council
Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person
Flexible and adaptable to change to assist other services as required commensurate to grade.
The Council has adopted a flexibility protocol and the role will be expected to work within these parameters

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