Customer Team Leader

Customer Team Leader
Walsall

Full time: 35/hrs a week
£27.50/hr
Start date: ASAP

AKTON Recruitment is working closely with the local authorities and we are looking for a Customer Team Leader in the Walsall area.

Main purpose of the job role:

* To lead and oversee an operational team of customer advisers, ensuring they deliver a high level of customer experience while promoting a positive working culture and championing new ways of working.
* To identify and develop opportunities for continuous improvement and the use of digital channels for customer access and management.
* To communicate verbally with customers and provide advice and/or information in accurate spoken English

Role specific duties and accountabilities:
1. Anticipate and plan for the future of the team
2. Lead change in procedure and policy based on issues encountered
3. Work innovatively to resolve issues that have been escalated by either the customer adviser or senior customer adviser
4. Work with partners, communicating effectively with both Walsall Council service areas, team members (both junior and senior to this role, providing guidance where possible), and any external customers whose issues have been escalated
5. Demonstrate an understanding of the operations of each service area as well as capabilities in order to effectively deal with customer issues
6. Act with commercial sense, dealing with requests appropriately and with regards to any procurement activity, making shrewd purchases which are cost-effective but appropriate for business requirement