Customer Service Team Leader

The role involves supervising and coordinating the daily operation of the Customer Service teams, supporting colleagues to deliver excellent frontline customer service across a range of customer contact channels. You will motivate and mentor the team, manage resources and priorities, support service improvements, and act as a point of reference for complex customer enquiries.

We are looking for someone with strong customer service and communication skills, along with strong IT skills, as you will be working across a range of IT systems and applications. who can confidently support and lead colleagues in a busy customer focused environment. You will be joining an established and experienced Team Leader team who work closely together to support colleagues and the wider council services., Level 1 Disclosure Clearance, the fee for this Disclosure check will be met by you and receipt of the subsequent certificate will be

The jobholder requires a minimum of two passes at Higher Grade Level or a vocational qualification at N/SVQ2 level or demonstrable alternative. Previous experience of communicating with the public, resolving complex customer enquiries and demonstrable experience of working in a customer focused environment is essential. It would be desirable for the jobholder to have had working experience in dealing with sensitive and confidential information.

Previous contact centre or library experience and supervisory experience are all desirable, as well as awareness of the range of council services and knowledge of the various council databases accessed by customer service staff. A relevant qualification e.g. CCA Diploma or Advanced Diploma or CSP Certificate level or HNC Library and Information Studies or working towards CILIP Certification is desirable.

Working Pattern: Shifts Pattern Monday to Thursday 09:00 - 17:00, Friday 09:00 - 16:00

Weeks per year: 52

Please note that it is Midlothian Councils policy that successful applicants will be appointed to the first point on the salary scale.

Based on 36 hours over 52 weeks per year, the minimum actual salary for this position is £32,554.06 per annum.