Business Support & Customer Service, Team Manager 

Job Details 

Reports to: Operations Manager Responsible for: Business Support & Customer Service Advisors Working Hours: Full Time, 37.5 hours per week 

Job Summary 

As the Business Support & Customer Service Team Manager, you will lead and develop a team of advisors to ensure exceptional client service and operational efficiency. Reporting to the Operations Manager, you will play a key role in maintaining strong rapport with North Somerset Council, adhering to service level agreements, and driving continuous improvements within the team.  

Essential Qualifications or Skills Required 

• Experience and confidence in client interaction 

• Ability to deliver successful solutions 

• Strong leadership & people development skills 

• Excellent influencing skills with the ability to drive improvements 

• Strong spoken and interpersonal skills 

• Experience in report development and presentation 

• Clear evidence of previous leadership skills  

Key Tasks 

• Provide leadership, development, and coaching to a team of business support/customer service advisors 

• Monitor and enhance individual and team performance through effective management reporting 

• Ensure adherence to client service level agreements and expectations 

• Define and monitor KPIs/targets for customer service advisors, providing regular feedback 

• Resolve performance issues and drive improvement initiatives 

• Conduct regular 'one to ones' to enhance service levels and job satisfaction 

• Collaborate closely with the Operations Manager to optimise operational procedures 

• Participate in recruitment and selection of advisors 

• Manage staffing schedules effectively to meet operational targets 

Additional Information 

This position demands exceptional communication skills and the ability to collaborate effectively across all levels of the organisation. You will be crucial in elevating customer satisfaction and operational efficiency through strategic leadership and proactive management. 

Application Instructions 

To apply, please submit your CV and a cover letter outlining your relevant experience and skills in customer service management and leadership. We look forward to receiving your application.