Customer Relations Team Leader

4 weeks ago

Birmingham, United States West Midlands Combined Authority Full time

- Customer Relations Team Leader **Customer Relations Team Leader** Permanent | 32,268 to 37,024 per annum + exclusive benefits **Permanent**

**Hours of Work:** 36.5 per week

**Reference number:** WMCA00474

**Salary:** 32,268 to 37,024 per annum + exclusive benefits

**Closes:** 2021-11-03T11:59:00

**Location:** 16 Summer Lane, Birmingham, B19 3SD

Transport for West Midlands' Customer Experience team sits at the very heart of our organisation, delivering an exceptional service to members of the public, customers and stakeholders of the West Midlands Combined Authority. The team investigate, research and resolve enquiries and complaints through a focus on high-quality, multi-channel written correspondence. This Customer Relations Team Leader role will be responsible for managing the day-to-day operation of the Customer Relations Team who deliver front line services to customers and stakeholders of West Midlands Combined Authority (WMCA). Coaching and developing the team to ensure high levels of engagement, quality and performance through regular 1-2-1s, utilising data and information in order to measure progress against targets. * Ensure the Customer Relations Team delivers an exceptional customer service experience by investigating and responding to complaints and enquiries regarding public transport and the work of the wider WMCA. * Accountable for the day-to-day performance of the Customer Relations Team ensuring responses to a wide range of often complex and sensitive complaints and enquiries are tailored appropriately to the needs of each customer and meet all standards and quality targets * Develop and maintain excellent relationships with wider colleagues and stakeholders in order to ensure continuous improvement in services and resolution of customer enquiries * Real-time management of workflows to ensure appropriate prioritisation and allocation of activities and resources to meet customer demand * Manage a range of quality systems and measures including call/letter scripting and case review, with a particular focus on written correspondence to ensure that the work of the team achieves quality standards on an ongoing basis and that proposed responses prepared by the team fully resolve the customers enquiry. * Coach and develop the team, devising and implementing plans of action and communication that ensure high levels of engagement, quality and performance. * Oversee the service provided to the Mayoral Office and wider leadership team of the WMCA. * Work with the Customer Relations Manager to ensure the Customer Relations service is flexible and responsive to the needs of the WMCA, working with the wider business to plan for and support the delivery of new services as required. * Ensure a clear knowledge and understanding of team objectives and priorities within the WMCAs Annual Business Plan and set appropriate goals for self and others in order to contribute to achievements. **About you** * Experience of working within a similar team leader position * Experience of working in a Customer Service environment, ideally handling complaints and responding positively to contentious and sensitive issues. * Exceptional standards of written English evidenced through the preparation of high quality written correspondence and communications as well as quality reviewing these outputs of team members. * Demonstrative experience of planning, prioritising and managing departmental workloads effectively to achieve quality standards and targets. * Ability to work confidently at all levels communicating with different audiences with a range of stakeholders including senior politicians, lobbyists and constituents. Our role in the West Midlands has never been more important and in these extraordinary times weve shown we can step forward, speak up for our region and bring people together. Everything we do is focused on making life better for people in the West Midlands

thats our reason for being here and it drives every move we make. We lead and support others to deliver our shared future vision for the region

a happier, healthier, better connected place to live and work. We fully believe that we are only as great as the people who work for us and are committed to providing a positive, healthy and inclusive working environment where our people feel valued and respected. Were ambitious, forward thinking and determined to find better ways of working, always leading the way in what we do. We trust and support each other to get the job done, and encourage creativity, originality and curiosity from those who work with us. Were committed to creating an accessible and diverse workplace, one that nurtures an inclusive environment where our people can be themselves. We are a Leaders in Diversity accredited organisation, are in the Inclusive Top 50 Employers List and are one of The Times Top 50 Employers for Women. As a Disability Confident Employer, we have made a positive commitment to interviewing all applicants with a disability who meet the essential role criteria. We are committed to developing an organisation that is representative of the diverse communities that we serve and welcome applications from young people, Black, Asian and ethnic minority groups and women at senior levels. Were dedicated to providing a broad range of rewards and benefits and constantly benchmark our benefits packages to ensure they are attractive for all our people. As well as a competitive salary, employees also receive 27 days annual leave (plus public holidays) and access to a great pension scheme. If your values align with ours and youre committed to working towards creating a future we can all be proud of, we want to hear from you. **About your application** The online Application Form you'll be asked to complete plays a key part in our recruitment and selection process. We use the information you provide to decide whether to invite you for an interview. It is important that you complete the Application Form as fully and accurately as possible. You will be asked to upload a Supporting Statement (not a CV) and this should include specific examples which demonstrate how you meet the essential criteria for the role for which you are applying. If you would like to discuss alternative methods to the online application as a reasonable adjustment please contact the Resourcing Team by email (careers@wmca.org.uk). **Supporting documents**

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