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Job description

This position is for a 6 month fixed term contract and interviews will be held on the 2nd July 2019. Please note we also have a 12 month fixed term position available as well.

Immediate starters required.

About us

Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK, serving a population of 2 million residents, and has a very successful track record of delivering transformational change. ECC anticipated change was needed in the public sector and has worked to deliver better quality at lower cost. We have an ambitious transformation agenda - one with the scope to reach every part of the council. We are changing the way we think, the way we work, and the ways in which we deliver our services. We are committed to becoming a place where individuals, partners and communities feel proud to play their role and genuinely want to belong. We're immensely proud of our flexible working options.

About the opportunity

Working closely within the contact centre, as well as collaboratively across the council, you'll have sound working knowledge of Customer Services and business processes, highlighting your skills in operational planning and control to proactively line manage a team of people and resources. The contact centre resolves external customer enquiries, and you will lead a team who are the first point of contact for queries within statutory services for areas such as; Coroners, School admissions and School transport.

You will be a champion of innovation and change, allowing you to contribute to the development of policies, plans, procedures and practices within Customer Services and wider ECC.

You'll be an inspirational leader, developing your team to achieve high service standards and developing their careers, whilst identifying processes to motivate your team to strive and deliver operational key performance indicators to positively impact the business

You'll be accountable for the performance of the team and individuals, and this will highlight your experience and understanding of using data and insight to make informed decisions with a set direction of challenging but achievable goals that support the success of the team and the customer services vision.

About you

With an understanding of working in a local authority or complex organisation, you'll be a motivational and supportive leader, demonstrating your experience of managing frontline teams within a multi-channel customer service environment, inspiring performance to achieve service standards.

It is essential that you have experience analysing and interpreting information to identify trends and shapes, as well as coaching and development needs based on analysis. You'll be astute in identifying early warning indicators in times of reduced performance or failing systems and processes.

You'll showcase your proficient experience on IT systems, Telephony/ACD solutions, and knowledge of Data Protection (GDPR) and Freedom of Information legislation.

Above all, you will have a future and improvement focused approach, embracing and advocating change with the ability to lead your team whilst delivering new ways of working.

Please note we may close the post early if we receive enough applicants.

Qualification certificates should be brought to interview.

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to https://www.gov.uk/dbs-update-service.

Essex County Council is proud to offer an excellent benefits package to all its employees. More information can be found on https://www.workingforessex.com/benefits.

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

We seek the best talent from the widest pool of people as diversity is key to our success.

If you have any queries regarding this role, or require anything further, please contact the Essex Recruitment Team on 033 005 83330*
*Calls to this number are charged in the same way as calls to numbers starting 01 or 02, please check with your service provider

Working for Essex welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Working for Essex is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

Job type
Job Sector
Customer Service
Job Position
Team Leader
£33,000.00 / year
Colchester, UK Show on map
Post date
Closing date

How would you fit?

Learn more about Essex County Council

Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture embraces people’s diverse perspectives and creates a positive environment where everyone belongs. We’re determined to build a better, more connected world for everyone.

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