Customer Support Team Leader
Job description
Do you want to play a key role in shaping the future of travel in Greater Manchester? Are you passionate about leading and inspiring your team to deliver excellent customer service? Do you recognise the value that customer engagement can play in connecting with customers?
About your role
It’s a really exciting time to be joining Transport for Greater Manchester. As a Customer Support Team Leader, you will form part of the management team for the Customer Contact Centre. The contact centre deals with customer engagement via a range of communication channels and are the first point of contact for customers and stakeholders and handle all enquiries and applications. This includes the processing of all concessionary travel passes in Greater Manchester, as well as handling enquiries relating to concessionary travel, journey planning, ticketing, cycling enquiries and memberships and demand responsive transport. We’re also be at the beating heart of all enquiries relating to bus franchising.
In your role you will manage and co-ordinate the work of the team, ensuring performance is achieved in line with our procedures and KPIs. T.will be a particular focus on developing the team so that new processes and skills can be absorbed into the day-to-day operation. It will also involve being involved in new and exciting projects that will result in the service we’re providing to our customers continually improving.
About you
To be successful in this role you’ll have experience of managing a high performing, engaged team in a customer service environment. With a proven track record of people development through the implementation of coaching, mentoring and quality assurance processes, you will have excellent verbal and written communication and organisational skills and demonstrate strong people management skills.
You’ll need to be able to work flexibly on a rota system between 7am and 8pm Monday to Friday and 8am to 8pm at weekends and bank holidays. This role comes with 12.5% shift allowance.
If you believe you have the skills and experience and would like to be part of a friendly and dynamic team with a varied skill set who provide friendly and efficient customer service and advice, we would really like to hear from you!
For more information about this role. please see role profile.and rota.
What we can offer
Valuing and rewarding our workforce is important to us which is why we offer a range of fantastic benefits, such as:
- We a fixed term contract until 30th April 2024.
- A salary of £37,435 - £41,892 per annum depending on experience, plus 12.5% shift allowance.
- 27 days holiday per annum (plus bank holidays)
- Flexible and hybrid working options to promote and support a good work/life balance
- Free bus, rail or Metrolink travel to and from work within the Greater Manchester boundary
- Generous pension scheme contributions
- Commitment to learning and personal development and upskilling with reimbursement of professional fees, w.essential to the role
- We promote good physical and mental health and can provide additional support to staff via our employee assistance programme when required
What next?
If you see yourself as part of this team and have the skills and experience, we are seeking, we’d really like to hear from you.
To apply please provide your CV and a covering letter detailing how you meet the criteria for the role. Our short-listing process is anonymised, so please do not include your name or contact details on either of these documents. If any personal details are included these will be visible to the hiring manager.
Please be aware that we may close the vacancy early if we receive a high volume of applications.
For this opportunity, you must be able to prove you have the right to work in the UK - if in doubt please visit the following link Employers' right to work checklist - GOV.UK (www.gov.uk)
We are a Disability Confident employer and offer support and reasonable adjustments as required. We also have a Guaranteed Assessment Scheme for candidates who declare a disability; are aged 24 or under who have previously been or currently are in care; are a carer as defined by within the Greater Manchester Carers Charter; and w.the Armed Forces was their last long-term substantive employer; w.they meet the minimum criteria for the role.
TfGM is an equal opportunities employer that cultivates and celebrates diversity. We want to recruit and retain a workforce that reflects the communities we serve. Whatever your background and identity. We are committed to making our recruitment practices as inclusive as possible for everyone. We encourage and welcome applications from all backgrounds and are particularly keen to encourage applications from women, members of ethnic minority groups and people with disabilities who are currently under-represented within our workforce.
For more information please visit - www.tfgm.com/careers
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