At a Glance
- Tasks: Lead a dynamic Customer Services Team and enhance service delivery for residents.
- Company: Join Charnwood Council, a supportive and community-focused organisation.
- Benefits: Enjoy hybrid working, competitive pay, and access to the Local Government Pension Scheme.
- Other info: Great location with excellent transport links and a commitment to inclusivity.
- Why this job: Make a real difference in customer service while developing your leadership skills.
- Qualifications: Strong communication skills and a proactive approach to problem-solving.
The predicted salary is between 30000 - 40000 £ per year.
This is an exciting opportunity to join our help lead our Customer Services Team. The Team is the main point of contact for customer enquiries. It is a fast-paced, rewarding and fun environment, even though we often deal with serious issues.
As a Customer Services Team Leader you will operationally supervise a Customer Services Team to ensure that the service provided is efficient, effective and meets the needs of the residents of Charnwood. You will ensure that the Customer Services Contact Centre is staffed accordingly ensuring effective service delivery utilising the available resources, adjusting to changing customer demand as required.
You will also support the Customer Services Advisers and be the first point of contact for any initial operational issues. The role requires you to proactively identify and implement improvements to the provision of services to the public that will enable resolution at the first point of contact and to liaise with the relevant service areas when making improvements.
You will be responsible for your team’s performance, monitoring daily targets and providing timely feedback and acting on individual performance where necessary. In addition, you will focus on coaching and mentoring to develop the team in a supportive environment.
The role will also require first class customer service, professionalism and organisational skills. You will also need to be IT literate, using a variety of IT systems ensuring that a full accurate electronic record of all customer interactions is maintained. You must have a “can do” and practical approach and have clear, concise and assertive communication skills, both written and oral.
Charnwood is an attractive place to live and work, situated conveniently between the cities of Leicester, Nottingham and Derby, with excellent transport links. The Council's offices are based in the university town of Loughborough. The Council offers competitive terms and conditions including hybrid working and access to the Local Government Pension Scheme. Disabled applicants and veterans applying for an externally advertised post will be guaranteed an interview where they meet the essential criteria. The Council welcomes applications from all members of the community.
Customer Service Team Leader in Loughborough employer: Charnwood Borough Council
Join our dynamic Customer Services Team in Charnwood, where we prioritise a supportive and engaging work culture that fosters employee growth and development. With competitive benefits including hybrid working options and access to the Local Government Pension Scheme, we are committed to creating an inclusive environment for all, ensuring that every team member feels valued and empowered to make a difference in our community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Loughborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Charnwood Borough Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Charnwood Borough Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader in Loughborough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Charnwood Borough Council:Your cover letter is your chance to shine! Tell us why you want to work at Charnwood Borough Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Charnwood Borough Council!
How to prepare for a job interview at Charnwood Borough Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
