Job Title: Customer Delivery Lead L1
Grade/ Salary; Grade 7 £28,785 to £32,029
As a forward thinking local authority, we want every interaction with residents and customers to be the very best experience we can make it, and this is about what all of us do every day. Our employees inspire each other to be the best through their ingenuity and desire to serve our communities well. To help improve our customer experiences further, we are looking for a proactive and service focused Customer Delivery Lead to join our busy and fast paced Customer Delivery Team. The team deal with resident and customer cases and enquiries via phone, email, web chat and face to face – across a range of services from Waste, Planning, Land Charges, Highways, Blue Badges and general enquiries into the Council. Our aim is to resolve as many queries as possible at first point of contact, provide additional support if required and signpost to relevant information. The team also take ownership for cases that are more complex and cannot be resolved at first point, working alongside strict deadlines and legislation to achieve successful outcomes. The successful candidate will be able to demonstrate:-
The ability to manage, coach and develop people within the service to make sure they are multi- skilled, reach their full potential and performance targets achieved
· Gain skills to be operational across the service and contribute to the daily caseload to alleviate pinch points.
· A track record in supporting the streamlining and improvement of processes, whilst working collaboratively with colleagues and specialists, often in a project setting.
· Wider thinking in work activities - the ability to listen and extract and assess important information.
· Advanced IT skills
· Commitment to equality and the drive to provide services that are accessible, user friendly and customer focused.
So, if you are a customer focused professional who is a proven clear thinker and well-organised with excellent communication and IT skills, we would like to hear from you.
For more information about the role please contact; Vicky Hubbard on 07525804124 or Pam Mulshaw on 07710117745, please quote Grade 7 role.
Closing Date: 30th September 2019 Interview Date: 8th / 9th October 2019
Selection for this vacancy will be via the Council’s Competency Framework
Wokingham Borough Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff, other workers and volunteers to share this commitment.
To apply, please follow the link to the online application form. CVs are not accepted.
Alternatively, please call 0118 974 6116 (answerphone outside office hours) quoting ref: 711411
Wokingham is an equal opportunities employer