Customer Service Team Manager – Repairs

Customer Service Team Manager – Repairs 150 150 tcl-admin
Customer Service Team Manager – Repairs
Enfield, London
Contract / Temporary

Enfield RQ835611

Posted: 13th March 2023 15:33
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  • Pay Rate:

    £20.10 per hour PAYE

  • Hours per Week:

    35 Monday – Friday, normal working hours

  • This opening assignment is for 2-3 months

  • Enfield, London,

    EN1 3XA

What's involved with this role:

Interim Customer Service Team Manager – Repairs

Reference no:  Enfield RQ835611

Pay Rate: £20.10 per hour PAYE 

This opening assignment is for 2-3 months

The purpose of the role is to provide day-to-day supervision of staff and volunteers, manage performance, absence and allocation of people appropriately and to be a point of escalation for customer enquiries where necessary, assisting staff and volunteers in addressing customer queries at the first point of contact.

Address initial complaints about their team and other feedback. To understand and develop the skills of the team, ensuring the service provided is customer focused, inclusive, knowledgeable and capable of utilising the systems required. Provide cover across all channels and locations within Customer Operations areas as necessary. Liaison with partner organisations co-locating in community libraries, addressing issues on a daily basis regarding premises, performance, systems and SLAs.

Key Responsibilities:

  • Optimise the use of allocated resources through the planning, organisation, alignment and co-ordination of services to facilitate delivery of the required service outcomes.
  • Participate in the forecasting, planning, learning and development of strategy for Customer Operations to ensure demand and supply are aligned effectively. To participate in analysing and interpreting data on demand for services, customer behaviour and performance of the service. To apply in making recommendations and improvements to the service.
  • Research and analyse operational and performance issues to support the service, using customer insight and the rich source of information from IT systems including CRM AND Telephony.
  • Collaborate with colleagues and partners to present findings from analysis of demand and performance to deliver improvements to services.
  • Develop appropriate initiatives and provide strategic support to Customer Operations to identify and deliver continuous improvement across the service; supporting development of standard operating processes which eliminate waste, stop non-value adding activities and maximise the potential of simplified and shared ways of working and automation.
  • Be accountable for ensuring the business needs of Customer Operations are effectively met; delivering services, monitoring performance, quality and satisfaction by taking a lead role in working with a range of internal and external stakeholders, particularly the Council’s IT, Data and Performance Hubs, Community Engagement, Business Support and Learning and Development teams.
  • To be responsible for the day to day operation and line management of a team of staff delivering front line services across all channels, maintaining high levels of customer satisfaction, enabling customers to self-serve, communicate with the Council and access services and information at the first point of contact.
  • To monitor, review and improve the activities and performance of staff and the quality of their work through the performance management framework by identifying appropriate development and training activities. Plan, allocate and evaluate work carried out by the staff, including the assessment of their work against agreed standards and SMART targets. Reporting findings and dealing with issues as necessary. Monitor and target levels of performance and staff motivation using system data, one to one’s with staff and management techniques.
  • To deal with any people management issues including recruitment, probationary reviews, initial disciplinary/capability issues, personal development plans/appraisals and absence management within the team.
  • Ensure the team understands when to escalate cases, including urgent issues, to service teams and be responsible for advanced problem resolution and escalation handling, whilst supporting staff development, to improve their customer service skills and investigate allegations of complaint or abuse of either the customer, the service or its staff. Advise and train colleagues in any specialist activities undertaken / areas of expertise, as requested by the line manager, in order to help develop a multi skilled team.


“Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:


*** Qualification details and any other experience/skills relevant to the job role to help support your application (and help us to help you!) – please give full details within your CV document.


Skills & Experience:

  1. Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
  2. Proven experience of successfully delivering a customer facing service in a multi-channel environment
  3. Proven experience of supporting organisational change and continuous improvement
  4. Strong communication skills and ability to effectively work with internal and external partners
  5. Ability to analyse and interpret demand data and performance data to recommend evidence-based improvements to service delivery models and to forecast resourcing models
  6. Experience of identifying business needs to deliver channel shift, customer behaviour change
  7. Proven experience of best practice in efficiency and effectiveness created by improved use of technology
  8. ICT Skills: Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).


NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.

If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:

  1. Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours.
  2. Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
  3. Your availability to work either immediately, or at short notice.
  4. Please refer to the Role Requirements section above - your CV must address the requirements listed.


Other preferable/desirable details to include on your CV, if applicable:

  1. Any local authority/public sector experience
  2. Any relevant qualifications held or being studied for.


Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: Enfield RQ835611
Customer Service Team Manager – Repairs
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Please do try to resist contacting us with requests for progress updates.

We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.

Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.

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Job Ref: Enfield RQ835611
Customer Service Team Manager – Repairs
Client Category: Local Authority

CV Tips

Your CV needs to be current with your most recent role. We won’t be able to submit it with any unexplained gaps in employment. It will save time and improve your chances of success if we can put your CV forward immediately without having to ask for revisions.

Your CV must cover the “Essential Requirements” of the role. Ideally you will address the “Essential Requirements” on each job description page directly, in a bullet point list. Please include any DBS details and other qualifications called for.

Your CV should clearly state that you are available to start work either immediately, or at short notice. In general, our clients are unable to work with notice periods of more than 1 week from the point at which a role is offered, 2 weeks at the very most.

We do not put forward covering letters, so please ensure that your CV in contains all relevant information being called for.

We recommend that you consider sending us a CV suitably tailored CV for each role that you apply for. Job board aggregator sites will generally store only one version of your CV, which can be a bit limiting, so this is to your advantage.

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