Bridge – Customer Service Team Leader Plymouth, England
Job description
Tamar Crossings is responsible for the management, operation, maintenance and administration of the two crossings over the River Tamar – Tamar Bridge and Torpoint Ferry. With approx. 26,000 vehicles travelling with us every day, we play an important part in the local infrastructure, creating a link between Plymouth, Devon and South East Cornwall.
The Tamar Bridge and Torpoint Ferry are jointly owned by Cornwall Council and Plymouth City Council. The operation, maintenance and improvement of the crossings are funded through tolls charged. The Torpoint Ferry is the busiest chain ferry crossing in the UK, whilst the Tamar Bridge provides a link on the busy A38 Trunk Road for more than 14 million vehicles a year. The crossings operate a successful electronic tolling scheme which is used to pay the toll by 60% of vehicles crossing.
Our staff are critical in the operation of the crossings, and we are committed to attracting and retaining talent, providing opportunities for personal and professional development all whilst supporting the local community. The Customer Service team provide a vital support function for the Tamar Bridge management team.
Find out more about what we have to offer!
What you will do
The Customer Service Team Leader will support the Customer Services Manager ensuring that excellent levels of customer service are delivered to our customers, reception is covered along with daily administration and together with the Finance Team Leader, financial elements of the service delivered.
The main duties and responsibilities include:
- supporting our TamarTag electronic tolling scheme and the scheme’s 52,000 registered account holders
- managing customer service administration associated with the tolls taken by booth operators
- organisation and supervision of day to day work of the Customer Services team ensuring the team deliver excellent customer service to tag customers and all customers whether face to face, telephone or email correspondence
- leadership of the team dealing with customer enquiries, responding promptly to emails, new account enquires, additional tags for accounts, usage questions and account balance enquires, receiving and processing payments for new and established tag accounts. Where necessary assisting the team focused on scheme financials (including direct debit requests).
- oversee set up of new electronic tolling accounts using a dedicated computer system, reviewing toll violation records and issue of penalty notices, managing dormant & suspended accounts
- managing the customer service team’s rota, weekly task lists, training, appraisal and providing coaching and mentoring as required
- provide first level response in dealing with customer complaints
- provide cover for customer service team leader in their absence, including oversight of the team members.
The skills you will need
The person specification gives a high level of detail of which skills and what experience we are looking for in the successful candidate.
In the first instance, you must be able to demonstrate:
- first rate people skills
- the ability to act on own initiative
- team leadership skills
- good written and verbal communication skills
- a structured and methodical working method
- able to prioritise varying workloads in a flexible and fast paced environment
What else you will need to know
You will possess a high level of computer literacy including use of Word, Excel, Outlook and other Microsoft packages.
Maintaining confidentiality of sensitive customer information in accordance with good practice and data protection legislation is critical to the role. Ensuring systems are maintained and work processes are undertaken in accordance with workplace polices, GDPR, Local Government and Financial regulations is imperative.
What’s in it for you?
Salary: £27,467 to £31,230 per annum (based on 37 hrs/week + 3hrs/week contracted overtime) Pay award pending
Benefits:
- Regular pay award for all employees negotiated by the National Joint Council (NJC)
- Local Government Pension Scheme – employer and employee contributions – currently 20% employer contribution
- A minimum of 25 days annual leave (or hours equivalent), pro-rata to contract, plus public/bank holidays
- Staff travel card for free crossings of the Tamar Bridge and the Torpoint Ferry
- Hybrid working
- 24/7 access to Employee Assistance Programme for you and your family
- Access to the Bike2work scheme
- Free uniform
- Family friendly policies including shared parental leave, contractual maternity, paternity and adoption
- Learning and Development Opportunities
Interested?
Applications will only be accepted on the official application form available on the Tamar Bridge and Torpoint Ferry website. Letters, CV’s, or other alternative methods will not be accepted. Presentation of the application form is important and may be assessed as part of the short-listing process.
Closing date: 0900 on Wednesday 14th June
Interviews: w/c 19th June 2023
To learn more about this exciting opportunity, or for an informal conversation, please contact Sue White, Customer Services Manager on 01752 361577
If you have not heard anything by 17th June 2023 please assume you have been unsuccessful. We are sorry but due to the expected volume of applicants we are unable to inform people individually or give feedback to people who are not successful in reaching the interview stages.
