At a Glance
- Tasks: Lead a team of customer advisers to enhance service delivery and promote positive change.
- Company: Walsall Council, dedicated to improving community services and accessibility.
- Benefits: Competitive salary, professional development, and a supportive work culture.
- Other info: Join a team that values innovation and continuous improvement.
- Why this job: Make a real difference in your community while developing your leadership skills.
- Qualifications: Experience in Council Tax and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Overview
The CXC is the first line of contact to numerous Council Services that supply support for residents and businesses in Walsall. The post holder will promote positive change across the council, including shifts to digital channels and helping the council achieve/maintain accessibility compliance. The main purpose of the role is 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.
Responsibilities
- 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.
- Find and develop opportunities for continuous improvement and the use of digital channels for customer access and management.
- Lead change in procedure and policy based on issues encountered.
- Work innovatively to resolve issues that have been escalated by either the Customer Adviser or Senior Customer Adviser.
- Demonstrate organisational values and behaviours and encourage this in other team members, representing the council appropriately in a customer-facing position.
- Unlock talent and maximise potential by spotting positive attributes in staff and encouraging further development.
- Lead on team performance, supplying procedural updates where appropriate to ensure a better service.
- Record metrics to provide visibility on performance.
- Lead on managing resources to ensure value for money on all council spend within our control.
- Support out-of-hours provision on a rota basis as part of the role; Council Tax experience is essential.
Qualifications & Requirements
- Council Tax experience is essential.
- The post is covered by the Government's Code of Practice on the English Language Fluency Duty for public sector workers. The post holder will be required to communicate verbally with customers and provide advice/information in accurate spoken English.
- For this role, the successful candidate must undergo a Baseline Personnel Security Standard (BPSS) check (Identity, National/Immigration Status, Employment History (last 3 years), and Verification of Criminal Record (unspent convictions only)).
Notes: At Walsall Council, we believe people are at the heart of everything we do. We strive to listen and respond to customers and colleagues to deliver our vision. All content reflects the job responsibilities and required qualifications as described above.
Customer Team Leader in Walsall employer: Walsall Council
Walsall Council is an exceptional employer that prioritises the well-being and development of its employees, fostering a positive work culture where innovation and collaboration thrive. As a Customer Team Leader, you will have the opportunity to lead a dedicated team, drive meaningful change in service delivery, and contribute to the community while enjoying comprehensive benefits and professional growth opportunities in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Team Leader in Walsall
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Walsall 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 Walsall 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 Team Leader in Walsall
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 Walsall Council:Your cover letter is your chance to shine! Tell us why you want to work at Walsall 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 Walsall Council!
How to prepare for a job interview at Walsall 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.
