The starting salary for this position is £32,512 per annum based on a 36-hour working week. This is a 12-month fixed term contract/secondment opportunity.
We are excited to be hiring a new Customer Service Team Lead to join our fantastic Surrey Adult Learning Service. Surrey Adult Learning has seven centres across North and Southwest Surrey with this position at Woking Adult Learning Centre.
You'll be part of a team who are passionate about providing valuable learning experiences to adults in our community and you will have the opportunity to make a meaningful impact by providing an exceptional service to all our customers.
Rewards and Benefits
- 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service
- Option to buy up to 10 days of additional annual leave
- An extensive Employee Assistance Programme (EAP) to support health and wellbeing
- Up to 5 days of carer's leave per year
- Paternity, adoption and dependents leave
- A generous local government salary related pension
- Lifestyle discounts including gym, travel, shopping and many more
- 2 paid volunteering days plus 1 team volunteering day per year
- Learning and development hub where you can access a wealth of resources
About the Team
Surrey Adult Learning is a provider of diverse daytime, evening and Saturday courses and learning opportunities for adults. We offer a wide range of qualification courses, including English for Speakers of Other Languages (ESOL), maths and digital skills. Our courses also cater to individuals with learning disabilities, mental health conditions and parents/carers seeking to upskill to support their children. Additionally, we provide courses for personal development in various subjects such as arts and crafts, languages and exercise.
The Customer Service Team is a busy, friendly team whose main responsibility is to provide a high level of customer service directly to members of the public by acting as the first point of contact for telephone enquiries, processing enrolments as well as inputting and maintaining data on the Service's Management Information System. The team forms part of the larger Learning Services Team within Surrey Adult Learning.
About the Role
As a Team Lead, you will be responsible for the day-to-day management of the team and line management of the customer advisors. This will include:
- Providing advice and guidance to customers contacting the service and processing enrolments
- Providing advice and guidance to Customer Advisors on process and where to find appropriate information to support customers
- Managing and developing the Customer Advisors
- Liaising with curriculum, admissions and IT staff within the service to resolve issues
- Ensuring data is collected and analysed to provide insight to leadership on customer requirements
- Overseeing the processing of attendance and achievement date to ensure returns to the funding agencies are submitted to agreed deadlines
Shortlisting Criteria
To be considered for shortlisting for this position, your application will clearly evidence the following:
- Experience of staff and team management
- Excellent customer care skills and the ability to develop these in others
- Experience of delivering effecting telephone customer care and high-volume data processing
- Ability to collate and analyse data and report on performance criteria
The job advert closes at 23:59 on 07/07/2024 with interviews to follow.
We are committed to safeguarding and promoting the welfare of our learners and expect all staff to share this commitment. A DBS 'Disclosure and Barring Service' check is required for this role and will be discussed further at interview. Online searches may be carried out on applicants who are shortlisted for interview.
Our Commitment
Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applications where:
- The candidate has evidenced the minimum criteria for the role through their application
- The candidate has chosen to share that they have a disability on the application form
Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role.
We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.