Job info	Job info details
Job title	Customer Services Supervisor
Strategic team/Directorate	Adults and Community Services
Service	Community & Customer Services
Business unit	Customer Services
Responsible to (day to day issues)	Team Leader
Accountable to (line manager)	Team Leader
Salary grade	F
JE ref	ADC051

1. Key purpose of job

• To work with the management team, providing support and assistance as required to improve service delivery and performance. This work will provide additional resilience for maintaining successful day-to day customer service provision and assist in delivering future improvements. 
• The supervisor will be the first point of contact to the Customer Service Advisor team providing support and guidance within their day-to-day enquiries and tasks. This supervisory resource will assist team to deliver efficient, accurate and responsive levels of customer services to support the needs of our residents and visitors. 
• To ensure that the staff resources applied to service tasks are continually reviewed throughout the working day. This is in view of proactively reacting to fluctuating service priorities and ensuring that co-ordinated change solutions are successfully delivered to maintain levels of required performance. 
• Working with the Team Leader, to closely monitor Call Centre performance throughout the day and being responsive to assign/re-assign Customer Service Advisor duties which best utilises team resources to absorb incoming call demand peaks. This duty allocation will be in balance of the completion of other service tasks. This reactive evaluation of work priorities will be key to making service delivery changes which maximise Call Centre performance and adherence of KPI targets.
• To engage with internal departments supported by the Call Centre to review current service provision and present service improvement suggestions to promote improved levels of efficiency, service excellence and resolution at first point of contact.

2. Anticipated outcomes of post

• The provision of a pro-active and responsive operational support for the Customer Services Management team to deliver a service provision that meets the needs of Torbay residents and achievement of service targets. 
• Working in support of the Management team to evaluate, co-ordinate and implement new efficient working practices that maximise call handling resources and performance. 
• To provide a dedicated point of contact resource supporting the Customer Services Advisor team within their daily duties, enabling them to work efficiently and effectively within service delivery to embrace Torbay Council’s core values of being forward thinking, people orientated, adaptable and always with integrity. 
• Working in support the Management team to identify areas of service failure and propose ideas, suggestions and procedures which assist to deliver future improvements and efficiencies.

3. List key duties and accountabilities of the post

• As an Employee of Torbay Council all roles are expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures. The Designated Senior Lead for Safeguarding is the Chief Executive and Director of Children’s Services. 
• To be a first point contact for the team of Customer Service Advisors to obtain advice and guidance to assist them in their day-to-day service duties via telephone, face to face, digitally and social media. Including Main Council Switchboard and Reception. 
• To use own initiative and specialist knowledge to take ownership of complex customer requests where source information needs to be to acquired to assist and resolve enquiries. To also have the ability to fully resolve customer conflict by remaining objective in situations that may be challenging and where necessary, take over customer call escalations where emotive and complex enquiries are presented which can involve sensitive situations such as self-harm, threats to harm or aggressive behaviour. 
• To work with the Management team to actively monitor and organise workflow for the department, identifying, scheduling and prioritising task completion that maximises staff resources to support high levels of performance and accuracy. 
• To actively monitor CRM dashboards to review and evaluate incoming call demands balanced against call handling resources, applying changes to duties where required to maximise resilience to underpin call performance. 
• To assist the Management team to undertake forward planning to ensure continuing efficiency and service delivery improvement. 
• Maintain accurate and up to date information on all systems used within the Contact Centre. Identify and action any updates that are required to ensure the efficient delivery of service.
• To complete data compilation and analysis tasks as assigned by the Customer Services Management team to assist preparation of projects and reports. 
• To assist with the planning, preparation and delivery of training for the Customer Service Advisor team. This includes assisting with the induction of new staff, work experience candidates, agency staff or members of staff from other service departments who are joining to complete customer service duties. 
• To deputise for the Customer Services Team Leaders as necessary. 
• As service needs dictate, to be operational to answer enquiries received via telephone, face to face, digitally (e-contact//indexing) and social media. This also includes undertaking Main Council Switchboard and Reception duties. 
• Assist the management team with the compilation of information that assists them to update and deliver Risk Assessments and associated training for team. To also assisting in applying mitigating actions in response to any incident reports or health and safety issues arising. 
• To assist in the compilation / amendment updating of work rotas and issue to team.
• To ensure that Data Protection legislation and Customer Confidentiality is always adhered to. 
• To attend and participate in team meetings, 121’s and appraisals, training and development courses within Learning and Development plans set, meeting service level targets, and to identify and contribute towards service and personal development and improvement.

4. Budgetary/Financial Responsibilities of the post

• None. 

5. Supervision/Line Management Responsibilities of the post

• Supervision of team of Customer Services Advisors daily, providing support in all duties covering face to face, online and telephone enquiries. 

6. Working environment and conditions of the post

• Office working. Available option for hybrid working if required. 

7. Physical demands of the post

• Normal physical effort associated with office working. 

8. Specific resources used by the post

• Laptop, dual monitors, and headset. 

9. Key contacts and relationships

• External - Residents and visitors of Torbay, other Local Authorities, Police, tenants & landlords, Local businesses, NHS Care Trust, Coroner office, Charity and support services, Jobcentreplus, The Pension Service, Inland Revenue, Valuation Office, DWP, HMRC, Valuation office, Ombudsman, Fire service, full stop, Probation, Age Concern, Drug and Alcohol support, Brixham Does Care. 
• Internal - Councillors and Members of Parliament, Auditors, Benefits, Council Tax, Corporate debt, Business rates, Registrars, Parking, Housing Options, Highways, Natural Environment, Elections, Community Safety, Housing standards, Appeals team, Visiting team, Fraud team, Finance, Payments, FIMS team, Adult Services, Children’s Services, Civica, IT, Communications team, Web and systems, complaints, information compliance, Human resources, wellbeing team, welfare support, RSI team, and other Council departments. 

10. Other duties

• To undertake additional duties as required, commensurate with the level of the job. 

Other Information

• All staff must commit to the Workplace Equality, Diversity and Inclusion Practice and Policy.
• Torbay Council is committed to safeguarding and promoting the welfare of children and applicants must be willing to undergo the checks appropriate to the post applied for. 
• The post holder is expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures. And are aware that the Chief Executive and the Director for Children's Services are the Safeguarding Leads for the Council. 
• The post is eligible for both hybrid and permanent home working.
• You will be asked to complete a Criminal Records Self Declaration Form. Criminal convictions will only be taken into account when they are relevant to the post. You will only be asked to disclose ‘unspent’ convictions.
• The Council operates a Smoke-Free Policy and the post-holder is prohibited from smoking in any of the Council's buildings (including Council owned and Council leased buildings, but excluding designated areas in residential schemes), enclosed spaces within the curtilage of buildings, and Council vehicles. The Council does not permit smoking breaks within work time, however, in services where the flexi-scheme is in operation, employees may take reasonable break times outside of core hours, in accordance with flexi-time arrangements. Employees should follow the flexi-scheme procedure for agreeing time away from their duties in the normal manner with their immediate colleagues and line manager, with break start and finish times being recorded, as with any other break-time arrangement.
• The post-holder is expected to familiarise themselves with and adhere to all relevant Council Policies and Procedures.
• The post-holder must comply with the Council’s Health and Safety requirements as outlined in the H&S policy appropriate to the role.
• The post-holder must be committed to the Council’s Core Values for employees – “Torbay Council employees are committed to being forward thinking, people orientated and adaptable - always with integrity”. Evidence will be sought during the probation and appraisal processes.
• If this post is customer facing, it will require the ability to fulfil all spoken aspects of the role with confidence and fluency in English.
• If you are required to access a government system such as HMRC, DWP or The Public services network (PSN) as part of your role with the Council you will be required to complete a basic disclose with your line manager before you can access these systems. Your manager will be required to complete a verification form that confirms your identity, nationality and immigration status, employment history and unspent convictions (third party).
• If you are required to use your own vehicle on Council business or drive a council vehicle you will be asked to provide information on any driving endorsements by accessing www.gov.uk/view-driving-licence and providing a code to your Line Manager in order to share your driving licence information with the Council. 

Person Specification

Note for Candidate

All Candidates

The supporting statement on your application form will be used to assess ability to meet the essential requirements of the role, so you should explain how you meet each of the numbered essential requirements within your supporting statement. In a competitive situation, the desirable criteria may be taken into consideration, so you are encouraged to show how you also meet each of the desirable criteria.

Candidates who consider that they have a disability

Reasonable adjustments will be made to the job, job requirements or recruitment process for candidates with a disability.

If you consider yourself to have a disability you should indicate this on your application form, providing any information you would like us to take into account with regard to your disability in order to offer a fair selection interview.

Where ever possible and reasonable we will make adjustments and offer alternatives to help you through the application and selection process.

If you have indicated that you have a disability on your application form you will be guaranteed an interview if you clearly demonstrate in your supporting evidence how you broadly meet the essential requirements of the role.

Job info	Job info details
Job Title	Customer Services Supervisor
Strategic team/Directorate	Adults and Community Services
Service	Community & Customer Services
Business unit	Customer Services

Skills and effectiveness

Essential skills and effectiveness

• This role requires the ability to fulfil all spoken aspects of the role with confidence and fluency in English. 
• To be customer focussed in all duties undertaken.
• Use of Customer Relationship Management system (CRM) and performance dashboards. 
• A keen eye for detail. Good analytical and evaluation skills are essential in all aspects of this role.
• Confident and flexible communication and interpersonal people skills to supervise and instruct an experienced team of customer services advisors, issuing information, advice and guidance. 
• The ability to establish, maintain and develop effective working relationships with all Torbay Councils customers including, service users, delivery partners, council members and colleagues. 
• To be able to use own initiative and use own discretion and judgement. 
• Use of Power-BI dashboard to review and understand call handling team performance trends and targets. 
• Confidence in dealing with sensitive and potentially difficult situations. 
• Decisive, performance and results orientated, and outcome focused. 
• Able to produce statistical data and overview analysis. 
• Contributing towards designing and implementing change programmes. 
• Excellent presentation and communication skills both written and oral. 
• Apply a problem solving and decision-making approach within all aspects of the role. 
• Organised and capable of working within a fast-paced work environment. 
• Efficient and effective time management skills are essential within this role. 
• Ability to work quickly and accurately to meet conflicting deadlines. 
• Ability to multi-task, adapt to ever changing situations, to prioritise and re-prioritise, managing multiple work task and projects simultaneously and manage time effectively. 
• Ability to consider all factors of relevance before implementing effective service actions. 
• Able to use initiative within delegated authority. 
• Proactive and innovative with new ideas for service improvements. 
• To work collaboratively with colleagues on work projects, being objective within approach. 
• Willing to learn and develop skills and knowledge. 
• Supportive and approachable, remaining polite and courteous in all situations. 
• To be adaptable and flexible to people and process challenges. 
• To demonstrate honesty, empathy, integrity and initiative within all work tasks. 
• Ability to use data input systems. 
• Good ability to use Microsoft Teams and Windows 365. 

Desirable skills and effectiveness

• Use of Civica Open Revenues and W2 360 Civica EDM. 
• Use of computerised Benefit system. 
• Use of Electoral Register. 
• Use of payment systems. 

Knowledge

Essential knowledge

• A good understanding of performance management, quality assurance and continuous improvement processes. 
• An up-to-date knowledge of IT systems and software including Microsoft Teams and Windows 365, as well as Avaya phone applications. 
• Previous experience of using CRM systems. 
• Awareness of the services that Torbay Council provide to the local community. 
• Knowledge and understanding of the Data Protection Act and able to take appropriate action if breaches identified. 

Desirable knowledge

• An understanding of welfare benefits and Council Tax. 
• Understanding of all local authority services and needs of residents. 
• Understanding of Housing legislation. 
• Knowledge of local authority departments such as Registrars, Community Protection, Parking, Highways, Natural environment, Elections, and Housing standards. 

Experience and achievements

Essential experience and achievements

• Experience of delivering high levels of customer service in a customer service environment. 
• Dealing effectively with a wide range of external customers and colleagues. 
• Experience of working in a multi-disciplined role competing and changing priorities. 
• Significant achievements of working within a performance managed environment where tangible improvements have been realised through implemented changes.
• Experience of understanding data analytics. 
• Significant previous experience of undertaking supervisory duties within a customer service environment, providing support and guidance to a team.
• Extensive experience of supporting and assisting Management within change delivery programmes. 
• Experience working in a multi-disciplined role providing a high standard of customer service through face-to-face contact, via the telephone and in writing.
• Experience in assisting to deliver training sessions and creating training materials.
• Extensive experience of working to deadlines.
• Demonstratable experience of initiative and use own discretion and judgement. 

Desirable experience and achievements

• Supervisory experience in customer services department handling various enquires. 

Qualifications/professional memberships

Essential qualifications/professional memberships

• Educated to GCSE C or above standard or equivalent (to include English and Maths). 

Desirable qualifications/professional memberships

• Educated to A Level standard or equivalent. 
• A customer care or equivalent qualification such as an NVQ. 
• ECDL or similar ITC equivalent.

Other requirements

Other requirements of the job role

• Demonstrates a commitment to safeguard and promote the welfare of children and young people. 
• Ability to travel efficiently around the Bay/South West/UK in order to carry out duties. 
• Ability to accommodate unsociable hours. 
• Ability to accommodate shift patterns. 
• Ability to accommodate on-call working. 
• Ability to accommodate occasional/permanent home-working.