Customer Services Team Leader London, England
Job description
26th February 2023 at 23:55
Houses of Parliament
The Houses of Parliament is a unique and exciting place to work right at the heart of the UK's thriving democratic system.
Behind the scenes, the House of Commons Service alone is made up of more than 3,000 employees who support and facilitate the smooth day to day running of the House, alongside the House of Lords. They provide professional services to Members of Parliament, their staff, and the wider parliamentary community.
Staff Benefits
In addition to your salary, we offer an attractive range of benefits including:
- 30 days’ annual leave (increasing to 35 days after first full leave year).
- Civil Service pension with an average employer contribution of 27%.
- Access to training and development.
- Flexible working.
- Interest free season ticket loan and bicycle loan.
Introduction
The Houses of Parliament switchboard service is a bicameral service answering over 115,000 calls per year from internal and external customers; it has been outsourced over several years and at the end of the existing supplier’s contract will be brought in-House.
The goal is to provide a much-enhanced service, including a face-to-face and phone enquiry service for Members of both Houses and other colleagues. We aim to be a high-quality, extremely knowledgeable hub of fast information and problem solving covering all services provided within Parliament.
The Role
Customer Services Team Leaders will be the first point of contact on this new service, providing first class customer service to external and internal customers contacting the Switchboard, the feedback scheme and the in-person internal information points.
The job holder will work on a rota pattern including early morning, early evening and the occasional weekend in order to ensure coverage for the operation. This role is on-site at the Houses of Parliament, with some opportunity to work from home around business needs (optional).
Skills and Experience
The job holder will join the new team (circa 14 team members) in time to launch the new service. The role demands a strong customer ethos and impeccable communication skills. The ideal candidate is someone passionate about delivering high-quality, best-in-class customer service to an incredibly varied audience. Experience of a contact centre / switchboard / ticketing function or similar is essential.
No matter your background and level of experience, if you have a strong customer service ethos and some experience of working in contact centres, we want to hear from you!
Next Steps and Additional Information
- CV & Supporting Statement – If you would like to apply for this role, please submit your CV and covering letter with a 500 word limit.
More information on the role and the full criteria can be found in the Job Description.
Please note that most job offers will be made at the minimum of the salary range, other than in exceptional circumstances.
