Customer Service Team Leader (EO Grade ) Southport

  • Location
    Southport, Merseyside
  • Salary
  • Job type
  • Industry
    Defence and Military
  • External Reference
  • Category
    Public Sector - Civil Service

Adecco are working with the prestigious HMPO in Southport and are supporting them with recruitment for Customer Service Team Leaders to join this growing team.

The roles will initially be Temporary throughout training and then once you have successfully passed your will be offered a Fixed Term Contract for up to 22 months.

Do you have excellent customer service background and strong team management skills? If you do this is a fantastic opportunity to gain valuable experience on the processes and procedures that are relevant to the Home Office and to utilise your strong management skills.

The Customer Service Management Team Leader is responsible for leading, managing and developing a team of Customer Service Agents within a Customer Service environment, to support the wider HMPO operational network.

The team will be required to consistently meet targets for quality, efficiency and customer service when dealing with a range of customer focused activities, both by telephone, email or letter.

The team leader will also aim to improve the overall customer experience for HMPO customers.

A key part of the role will be workforce planning to ensure optimal deployment of the team.

Other duties may involve providing analysis, preparation, presentation and review of management information, staff resource and business planning for the Customer Service Management Team.

To be successful you will need:

  • Leadership experience and able to deliver high quality service and delivery

  • Excellent communications skills for both written and verbal and able to liaise with a wide range of diverse customers

  • Pro-actively role model and promote and inclusive

  • Excellent interpersonal skills and are flexible, adaptable and creative in solving problems and dealing with change

  • A strong sense of personal ethics and honesty

  • Manage potentially difficult and challenging situations

  • Proficient in IT

We need individuals that are confident in leading a team ideally in a contact centre, but they will consider candidates from other backgrounds with strong leadership skills. Full training will be given. A full JD can be given at application.

Hours: Full Time Shift work:

There may be opportunity after 3 months office training to be able to do a HYBRID role potentially 2/3 days in office and then WFH.

Working 37 hours with a 36-minute daily lunch break, operating shifts between 7:45am to 8:00pm Monday to Friday and 8:45am to 5:30pm on Saturdays.

Shifts include working 1 in 3 Saturdays and when a Saturday is worked you will be allocated a day off in lieu of the preceding week. You may be required to work at any time between the hours of:

7.45 am and 8:00 pm on any day between Monday to Friday, and
8.45 am to 5:30 pm on Saturday.

Managers will agree working patterns with successful applicants within these business hours and review these as appropriate.

The Benefits - you will be on Day 1 rights straight away which means equivalent hourly salary as a permanent employee and increased holiday to 35 including bank holiday and once training has been passed you will be a fixed term employee for up to 22 months

Due to the sensitive nature of the work CTC security clearance will need to be obtained, you will need the following:

  • Resided in the UK for the last 3 years

  • Have a *current* British Passport or settlement status due to the sensitive nature of the work

  • NI Number

  • 2 x proof of addresses (all in UK)

  • 5 years full history with no gaps of more than 1 month

  • 3 years solid reference with no gaps of more than 1 month

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Maxine Barnard