Customer Service Team Leader (Temporary) (REQ00523)

Chief Executive’s Office

Customer Service Team Leader

NLC7 £25,980 - £28,635

This post is open to employees of North Lanarkshire Council only.

North Lanarkshire Councils Customer Contact Centre has a vacancy for a Team Leader, working as part of the Customer Service Hub Repairs Team. This post will be hybrid working with your office base being in the Civic Centre, Motherwell and reporting to the Operations Manager.

To be successful in this role you will have an HNC or SVQ level 3 or equivalent. You will have experience of leading a team in a busy contact centre or customer focused environment as well as a proven record of coaching and performance management to ensure your team provides the highest standard of customer service and technical advice. As well as excellent communication and IT skills you will have the ability to organise and implement plans for your team. You will demonstrate a positive, proactive approach with the ability to motivate and develop a culture of teamwork. Ideally you will also have experience of Housing and/or Corporate Property Repairs, however comprehensive training will be provided. Knowledge of relevant IT systems, personnel procedures and policies, council departments and functions are desirable.

Hours of Work:

8.45am – 4.45pm Monday to Thursday, 8.45am to 4.15pm Friday.

Working here at North Lanarkshire Council

If you’re considering a career with us, you’ll be keen to know what’s in it for you. We have a great package of benefits available, from health and wellbeing to finances and family. This includes 27 days annual leave and 6 public holidays*, and a wide range of offers available to you through our NLLife reward site. We also have a full package of learning and development through our learning academy LearnNL to help you reach your full potential and further your career.

For more information on local authority careers visit the myjobscotland career hub

North Lanarkshire Council are Happy to Talk Flexible Working, we operate a Smarter Working Policy.

Click here to see our Recruitment Charter.

*For all casual/sessional roles, you will receive 12.1% of your hourly rate for every hour worked in total recompense for annual leave, including public holidays. These rates will be indicated separately on your payslip. You will only be paid for the hours that you work.

We are a Disability Confident Leader and offer a guaranteed interview to applicants who consider themselves to be disabled, as long as they meet the essential criteria of the person specification/job description.

We have also adopted the Armed Forces Community Covenant to show our support for service personnel, veterans and their families. We offer a guaranteed interview for service leavers, spouses, reservists and veterans, as long as they meet the essential criteria of the person specification/job description.

North Lanarkshire Council is committed to #KeepingThePromise. This means that if you have ever been in care (looked after at home with a social worker, lived with a relative other than your parents, experienced foster, residential or secure care) you are entitled to a guaranteed interview for this post, as long as you meet the essential criteria of the person specification/job description. This is one way North Lanarkshire is demonstrating our commitment to supporting Care-Experienced People.

The Plan for North Lanarkshire is to be the place to live, learn, work, invest and visit. The Council recognises that work is an important part of adult life and is critical to our wellbeing and shaping how we live. The Fair Work Convention’s Framework defines Fair Work as work that offers effective voice, fulfilment, opportunity, respect and security. We believe Fair Work can boost creativity, realise untapped potential and increase productivity. To find out more click on the link.

Alternative Application Packs can be requested in other formats for example, Large Print, Braille, and Audio. To request an alternative Application Pack please phone 01698 403151.

The following link contains our Easy Read documents which will help explain the process and what happens during the selection process: Easy Read – My NL

***PLEASE NOTE WE DO NOT ACCEPT CVS IN PLACE OF THE APPLICATION FORM. TO BE CONSIDERED FOR THIS VACANCY YOU MUST ENSURE AN APPLICATION FORM IS SUBMITTED. ANY CV SUBMISSIONS WILL BE DISREGARDED.***