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Job title: Customer Support Team Leader (BSF – Business Services)

Salary: £36,000 - £38,000 PA

Location: Pier Walk, North Greenwich

Contract Type: TfL – Band 2

Please note: You must be flexible to work alternate shifts: 08:00 – 16:45/ 09:00 – 16:45/ 9:45 –17:30

Overview of project/role

Working in our Business Services Function, the Business Services Customer Support (BSCS) Team Leader will be part of a team that is responsible for overseeing the successful resolution of our customers queries relating to Human Resources and Finance. Leading a team of over 30 Customer Advisers, you would be responsible for the direct management of approximately 10-12 Advisers. Ensuring we achieve set SLA's, achieving our customer satisfaction targets, as well as supporting and developing your direct reports.

As part of the role, the BSCS Team Leader will identify opportunities to optimise our processes and work with Process Management team to look at potential delivery solutions to improve our service. You will also work collaboratively with the other support teams in BSF as well as wider HR and Finance teams within TfL.

Key Accountabilities

• Oversee Customer Support operations to ensure that established performance metrics and KPIs are met
• Ensure appropriate staffing of Customer Support to cater for peak volumes and troughs etc.
• Manage performance and development of a team
• Listen to calls taken by Call Advisors and provide timely feedback
• Review the Customer Support metrics to identify call behaviours and improvement to customer service
• Deal with escalated calls or queries and ensure full resolution
• Manage the development of good customer service practices and oversee the embedding of these, into Customer Support operations
• Responsible for collating Customer Support performance content for the respective governance forums
• Contribute to and deliver improvements that support the continuous improvement of processes and controls within the Customer Support team, adopting TfL’s best practices where possible
• Identify training needs for the Customer Support team and support in developing and actioning training plans

Skills, Knowledge & Experience

• Good knowledge of good practices around managing a function in a Business Services organisation
• Strong knowledge of Customer Support telephony software and case management system
• Good knowledge of typical HR, Finance or Procurement & Supply Chain activities delivered from a shared services/ business services environment
• Demonstrates understanding of a shared services environment
• Good awareness of TfL and an ability to navigate the organisation
• Good people management skills to appropriately motivate, coach and mentor Call Advisors
• Good understanding of measuring, monitoring and optimizing Customer Support operations
• Excellent communication skills
• Experience in managing a team of Call Advisors
• Experience of working in a business services environment

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process

• Please apply using your CV and a one page covering letter.
• You must upload both a cover letter/ CV to avoid missing out on this opportunity. Word format preferred and do not include any photographs or images

The closing date for applications is Monday 13th March 2023 @ 23:59

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

• Final salary pension scheme
• Free travel for you on the TfL network
• A 75% discount on National Rail Season Ticket and interest free loan
• 30 days annual leave plus public and bank holidays
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.

We may close this advert early if we receive a high volume of suitable applications.