Customer Service Centre Team Leader

Are you an influential leader with a passion for customer service? Do you enjoy coaching and developing others to reach their full potential? If so, we are looking for a Customer Service Centre Team Leader to join us at the Driver and Vehicle Standards Agency (DVSA) and we would love to hear from you! As Customer Service Centre Team Leader, you will be responsible for achieving targets and service level agreements within the Customer Service Centre (CSC). You will manage a team to ensure they deliver a high-quality service across the various products handled by the CSC using a range of channels. This will include monitoring calls, emails, social media, web chat and paper applications. You will provide regular feedback on performance and deliver staff coaching sessions to ensure our standards are adhered to. In this role you will work closely with the virtual management team to ensure a consistent service is delivered across the centre. Your key responsibilities will include:

• Managing people and performance using CSC and agency guidance.
• Taking ownership of team and individual development by identifying capability needs and consistently achieving development objectives.
• Confidently handling challenging conversations or interviews.
• Investigating and responding to customer complaints within agreed timescales and standards.
• Ensuring that levels of service are maintained and flagging up risks or concerns to meet customer requirements.
• Recognising, respecting and rewarding the contribution and achievement of others.
• Monitoring team performance against targets and service level agreements and taking appropriate action to ensure that performance is maintained.