Customer Service Centre – Operational Site Lead
| Posting date: | 31 January 2025 |
|---|---|
| Salary: | £57,363 per year |
| Hours: | Full time |
| Closing date: | 10 February 2025 |
| Location: | Plymouth |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 388145/1 |
Summary
We champion the values of professionalism, integrity, respect and innovation. We are committed to providing a collaborative and supportive working environment that encourages every colleague to contribute, grow and excel together. With opportunities to drive your own development and growth, we empower our colleagues to succeed by ensuring support at every step of their career journey.
Operational Site Lead – Customer Service Centre – Role Overview
The Customer Service Centre (CSC) sits at the heart of our operations here in the Valuation Office Agency. The CSC is the first point of contact for our customers, and you will play a crucial role leading our colleagues to support customer’s needs and upholding the agency’s reputation.
The Site Lead is a key member of the unit’s Senior Leadership team and will support the Unit Head in leading a customer service focussed workforce to ensure that performance delivery targets and objectives are met.
As a key member of our leadership team, you’ll bring your passion and enthusiasm for leadership to develop our future leaders, identifying opportunities for development, growth, and improvement.
Having the ability to engage with a diverse range of people, you will respect and appreciate what makes people different, to support and inspire the VOA to be a great place to work, whilst being a visible on site leader.
Through your motivational skills, you’ll empower your team to be the best version of themselves, building individual confidence, capability, and growth mindsets. This will include working closely with your team members, providing feedback, coaching, guiding, and implementing development plans.
For an insight into working for The Customer service Centre within the VOA, please click on the video link below.
https://youtu.be/CAPxCn3yF0Q?si=mD-ljGtMDofEA5g7
Site Lead – Customer Service Centre – Key responsibilities
- Reporting to the CSC Unit Head, you will Lead teams and managers in an operational environment, supporting them to understand and make best use of performance metrics, development plans and quality measures.
- Working collaboratively with the wider Senior Leadership Team, you will manage operational resource and workforce planning to meet business need, whilst also being mindful of our responsibility to meet the needs of our external stakeholders.
- Direct responsibility for managing teams across Cardiff and Plymouth CSC; recognising and dealing with management issues and resolving them quickly and effectively applying the correct HR principles and escalating where appropriate.
- Creating and promoting an inclusive working environment that values everyone for their individual contributions and encouraging strong working relationships in a hybrid and remote working environment.
- Engaging and supporting the team through change by communicating the need for change, identifying, and promoting potential benefits, and ensuring the team are involved in the development of plans.
- Being pro-active in managing risks, anticipating issues, and understanding underlying causes before providing solutions.
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