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- Tasks: Lead a dynamic team to deliver exceptional customer service and drive digital transformation.
- Company: Join Tonbridge & Malling Borough Council, a supportive and innovative workplace.
- Benefits: Enjoy personal development opportunities and a collaborative environment.
- Why this job: Make a real impact in a high-profile role at Tonbridge Castle.
- Qualifications: Experience in customer service management and strong leadership skills required.
- Other info: Flexible working with occasional weekends; your ideas will be valued!
The predicted salary is between 36000 - 60000 £ per year.
Overview
Are you passionate about delivering outstanding customer service and leading teams to success? Tonbridge & Malling Borough Council is seeking a dynamic and motivated Senior Service Supervisor to join our Central Services team based at Kings Hill and Tonbridge Castle. This is a fantastic opportunity for an experienced supervisor or manager to make a real impact in a high-profile, customer-facing environment. As Senior Service Supervisor, you will provide effective leadership to our Customer Services team, ensuring every customer receives an excellent experience, whether online, via web chat, social media, phone, email, face-to-face, or written correspondence. You will work closely with the Tonbridge Castle, Events & Customer Services Manager to drive digital transformation, embed service improvements, and support commercial activities at the Castle. It will be important for you to be able to work at both our sites in Kings Hill and Tonbridge; travel between sites on some days may be required.
Key Responsibilities
- Lead, manage, and develop a team of Customer Service Advisors, ensuring high performance, discipline, and welfare.
- Oversee staff deployment, rotas, and performance appraisals.
- Monitor and report on service statistics, KPIs, and financial takings.
- Champion digital service delivery and transformation initiatives.
- Work with our Communications team to ensure a social media presence along with website improvements for the Castle and Customer Services.
- Ensure all enquiries are responded to promptly and to the highest standard.
- Handle cash management, contracts, and service level agreements.
- Maintain health & safety standards, conduct risk assessments, and support emergency planning.
- Foster a culture of continuous improvement and personal development.
- Play a key role in shaping the future of customer services and commercial operations at Tonbridge Castle.
- Enjoy opportunities for personal development and training.
- Work in a supportive environment where your ideas and initiative are valued.
- Experience managing a high-quality customer-focused service.
- Proven ability to lead teams, allocate work, and handle challenging customer situations.
- Excellent organisational, communication, and IT skills (MS Word, Excel, Teams, SharePoint).
- A professional, empathetic approach and the confidence to take the lead in complex situations.
- Strong social media and website skills.
- Willingness to work weekends and occasional bank holidays on a rotational basis.
Qualifications
- Experience managing a high-quality customer-focused service.
- Proven ability to lead teams, allocate work, and handle challenging customer situations.
- Excellent organisational, communication, and IT skills (MS Word, Excel, Teams, SharePoint).
- A professional, empathetic approach and the confidence to take the lead in complex situations.
- Strong social media and website skills.
- Willingness to work weekends and occasional bank holidays on a rotational basis.
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Senior Service Supervisor employer: Tonbridge & Malling Borough Council
Contact Detail:
Tonbridge & Malling Borough Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Supervisor
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Senior Service Supervisor role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to customer service leadership. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your digital skills! Since this role involves championing digital transformation, be ready to discuss your experience with social media and website improvements. Bring examples of how you've successfully implemented these in past roles.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Senior Service Supervisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service and team leadership. We want to see how your skills align with the Senior Service Supervisor role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills: As a Senior Service Supervisor, you'll be leading a team, so it's crucial to demonstrate your leadership abilities. Share specific examples of how you've successfully managed teams or improved service delivery in your previous roles. We love seeing real-life stories!
Highlight Digital Skills: Since this role involves championing digital transformation, make sure to mention any experience you have with digital service delivery, social media management, or website improvements. We’re keen to know how you can contribute to our digital initiatives!
Apply Through Our Website: We encourage you to submit your application through our website for a smoother process. It’s the best way for us to receive your details and get you into our system quickly. Plus, it shows you’re keen to join our team at StudySmarter!
How to prepare for a job interview at Tonbridge & Malling Borough Council
✨Know Your Customer Service Inside Out
Make sure you understand the key responsibilities of a Senior Service Supervisor. Brush up on your knowledge of customer service best practices, especially in a digital context. Be ready to discuss how you've successfully led teams and improved service delivery in previous roles.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing and developing teams. Think about specific situations where you’ve motivated staff or handled challenging customer interactions. This will demonstrate your ability to lead effectively in a high-pressure environment.
✨Familiarise Yourself with Digital Transformation
Since the role involves championing digital service delivery, be prepared to discuss your experience with digital tools and platforms. Share any ideas you have for improving online customer interactions, as this shows you're proactive and forward-thinking.
✨Engage with Their Vision
Research Tonbridge & Malling Borough Council and their initiatives, especially around customer service and community engagement. Be ready to discuss how your values align with theirs and how you can contribute to shaping the future of customer services at Tonbridge Castle.