Customer Service Lead & Coach (Contact Centre)

Staffordshire County Council; Stafford; On-site; GBP 32,000 - 42,000; Full time

Job summary

Staffordshire County Council in Staffordshire is seeking a Customer Service Supervisor to lead the Contact Centre team and ensure high-quality service across services and channels.

You will provide day-to-day operational and people management support to Customer Service Advisors and Assistants, delivering coaching, quality monitoring and training to help colleagues reach their potential.

Qualifications

• Experience in a busy Contact Centre or customer service environment.
• Supervisory experience or experience coaching and developing others.
• Strong communication and interpersonal skills.
• Ability to use sound judgement to resolve issues and handle complex situations.
• Positive, professional and flexible approach with adaptability to change.

Responsibilities

• Supervising Customer Service Advisors and Assistants, including daily activities and performance.
• Conducting We Perform discussions, one-to-one meetings and return to work interviews.
• Providing coaching, mentoring and support to develop colleagues and improve performance.
• Supporting quality monitoring activities and providing constructive feedback.
• Facilitating induction and training for new and existing employees.
• Delivering training on systems, procedures and service processes.
• Supporting advisors with complex enquiries, complaints and escalations.
• Maintaining knowledge across council services and collaborating with other teams.
• Contributing ideas to improve systems and customer experience.

Skills

Customer service

Supervisory experience

Communication skills

IT systems

Tools

CRM systems

Microsoft Office

Job description

Staffordshire County Council in Staffordshire is seeking a Customer Service Supervisor to lead the Contact Centre team and ensure high-quality service across services and channels.

You will provide day-to-day operational and people management support to Customer Service Advisors and Assistants, delivering coaching, quality monitoring and training to help colleagues reach their potential.