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Customer Service Supervisor

Employee Specification

Please see below criteria which is used throughout the assessment process, that has been set out to explain what is measured at each stage of the application process. Applicants who do not clearly demonstrate meeting all of the essential criteria in the application section on their application form, cannot be progressed to interview stage.

 

  Application form tip: Always ensure a clear example of how you meet each criteria is included and not assumed as part of your work experience. Desirable criteria will only be used to short-list in the event of a high volume of applications.

What's assessed from your job application  Criteria
Essential Desirable

Minimum 4 GCSEs, Grade A-C or appropriate equivalent qualification according to the National Qualifications Framework Level 2.

  
Is confident using IT systems and the internet (eg. Microsoft Office Word, Excel and email)    

Experience of working in a customer facing role.

    

Excellent organisational skills with the ability to multi-task

    

Ability to deal with challenging situations

  

Has the ability to travel independently to other sites.

    

Has knowledge of Health & Safety requirements. Knowledge of Equal Opportunities issues in service delivery & the Data Protection Act.

    

 

Job outline

Overall purpose

To provide effective operational management of a Multi Service Centre and its staff - delivering a high quality and modern customer transaction, enquiry, library and information service for local residents.

Principal accountabilities

  1. To effectively manage, lead, motivate and develop a team of staff, taking responsibility for all employee related matters including performance and absence management.

  2. To meet the performance targets set for the post and service point.

  3. To deliver the aims and objectives of the service by ensuring effective liaison with Libraries and Customer Services managers and other strategic partners as required.
  4. To ensure the Centre operates in accordance with the Council’s policies and service standards.

  5. To engage with residents and relevant local partners to develop, support and promote service delivery, including supporting increased use of electronic and digital channels.

  6. To ensure that customer needs are appropriately diagnosed and progressed in a responsive, friendly and professional manner.
  7. Signposting and supporting customer to access other relevant services.

  8. To manage customer feedback and monitor facility usage according to Council procedures.

  9. To take overall facility management responsibility, or liaise with overall facility manager as appropriate, ensuring relevant procedures are upheld for the maintenance, security and safety of the facility and its equipment.  
  10. To represent Multi Service Centre’s at internal and external meetings.
  11. To provide flexible cover for other service delivery points and customer access channels such as telephone and email as relevant and required.
  12. To undertake the duties of a Team Member as demand requires.

General Information

  1. In your role you are required to speak English with sufficient fluency to effectively perform your duties, as required by Section 77-84 of the Immigration Act 2016.

  2. The above principle accountabilities are not exhaustive and may vary without changing the character of the job or level of the responsibility.

  3. Any duties and responsibilities appropriate to the grade and level of responsibility of the post.