Website Derby City Council
Application closing date
Grade F, £23,953 – £26,446 a year
Directorate: Corporate Resources
Hours: 37 hours a week
Contract type: Permanent
Location: The Council House
We’re looking for an organised and experienced customer services supervisor to join our team.
You’ll be responsible for providing support, advice and guidance for the customer services team, Derby Direct and resolving the more complex and escalated queries.
You will also be the link between the services and the contact centre, making sure the knowledge base is kept up to date, relevant and appropriate.
Other responsibilities include:
- To create and update a weekly rota
- To deliver training on the services and support the team with queries and knowledge gaps
- To be a coach and mentor to the advisors and apprentices in Derby Direct
- To quality check records and information
- To provide support to the Customer Services Team Leaders
- To collate and analyse statistical information for insight purposes
We operate within our values of: We are Bold; We are Strong; We Care; Great people: One Team, which remain key to our strategic aims.
Therefore, you’ll be customer-focussed with a creative outlook and excellent organisational skills as well as self-motivated, enthusiastic, proactive and flexible.
All employees will normally be appointed to the minimum of the grade for the job. For reasons connected with a particular need of the Council it may be appropriate, subject to approval, to appoint to a higher point in the pay grade.
Please be aware that where there are staff within the organisation who are ‘at risk’ of redundancy, requirements to redeploy to another suitable role will apply and take priority.
The closing date for this vacancy is Monday 17th October 2023 at midnight. Any application forms received after the closing date will not be accepted.
Interviews will be held week commencing 24th October 2023.
Before you complete your application form please read our guidance on filling in your application form.
Quick Tip! Remember to align your personal statement to the Essential Criteria in the Person Specification