At a Glance
- Tasks: Lead a team to enhance customer experience and drive continuous improvement.
- Company: Walsall Council, dedicated to community service and innovation.
- Benefits: Competitive salary, permanent position, and opportunities for professional growth.
- Other info: Join a supportive environment that values diversity and encourages personal development.
- Why this job: Make a real difference in your community while developing your leadership skills.
- Qualifications: Experience in council tax services and strong leadership abilities required.
The predicted salary is between 42839 - 46142 £ per year.
- Walsall Council, Customer Experience Centre
- Customer Team Leader – Council Tax
- Term: Permanent
At Walsall Council, we believe that people are at the heart of everything we do.
In our work, the way we listen and respond to our customers and colleagues will decide the way we grow and bring Council’s vision to life.
To succeed, we must push the boundaries of customer service and added value – outstanding is the new standard and the new routine.
Using evidence‑based insight into solving problems, managers will create an environment that supplies opportunities for all individuals and communities to fulfil their potential.
We now have an exciting opportunity for a Customer Team Leader to join our team at the Customer Experience Centre (CXC).
Responsibilities
- Work collaboratively to develop strong working relationships and supply a bridge between the council and the communities it serves.
- Embrace change and strive for improvement continuously.
- Provide value for money to ensure services are delivered promptly, combining sustainability with quality.
- Challenge the status quo, enable and empower staff, act with integrity.
- 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 procedures and policy, work innovatively to resolve escalated issues, and represent the council appropriately in a customer‑facing role.
- Unlock talent and maximise potential – spot positive attributes in staff and encourage further development.
- Lead on team performance, supply procedural updates where appropriate to ensure better service.
- Record metrics to provide a view on performance.
- Manage resources ensuring value for money on all council spend within our own control.
- Support out of hours provision on a rota basis – council tax experience is essential.
Requirements
- Experience working with council tax services.
- Demonstrated leadership and people management skills.
- Strong problem‑solving and continuous improvement mindset.
- Excellent communication skills, able to converse in accurate spoken English.
- Demonstrated ability to work with digital channels and promote accessibility compliance.
- Willingness to undergo a Baseline Personnel Security Standard (BPSS) check.
This position is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers.
The holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English.
For this role, the successful candidate must undergo a Baseline Personnel Security Standard (BPSS) check.
Walsall Council is an equal opportunity employer. We encourage applications from all qualified candidates.
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StudySmarter Expert Advice🤫
We think this is how you could land Team Leader - Ref: EE05526 in Walsall
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WMJobs. 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 WMJobs 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 Team Leader - Ref: EE05526 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 WMJobs:Your cover letter is your chance to shine! Tell us why you want to work at WMJobs 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 WMJobs!
How to prepare for a job interview at WMJobs
✨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.
