Customer Service Centre Supervisor - REQ001460

Job title: Customer Service Supervisor

Salary: £27,711 - £30,060 pro rata

Hours: 18.5 hours

Contract: Permanent

Location: John Charles Centre for Sport

As a Customer Service Supervisor, you will be joining a team that thrives on serving customers across Leeds.

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.

About you

Are you passionate about delivering customer excellence and who thrives on providing guidance and support to a dedicated team.

As a customer service supervisor, you will provide a line management responsibility to the customer advisor team with regards shift planning, approver for pay and annual leave, deliver appraisals, training, manage staff under LCC H.R processes such as managing attendance, disciplinary and grievances.
You will require excellent communication skills to deal with complex enquiries, complaints, and the ability to handle difficult conversations with confidence and empathy.
The customer Service Supervisor will deal with highly sensitive files and information and will require a high level of data compliance knowledge.
Experience of direct debit processes is essential and the need to work to deadlines to ensure accurate collection of Direct Debits.
You will need to have a flexible approach to working with the need to cover shifts over the customer service centre operational times.

What we offer you

We take pride in offering the best employee experience, with benefits including:

a competitive salary and annual leave entitlement plus statutory holidays
membership of the West Yorkshire Pension Fund with generous employer contributions
flexible and hybrid working arrangements subject to service requirements

a clear career pathway and continuing professional development opportunities
a range of staff benefits to help you boost your wellbeing and make your money go further

How to apply

Please complete the online application form.

If you have any queries or would like an informal chat about the role please contact Karen Downes, karen.downes@leeds.gov.uk Tel 0113 376 0398

Interviews will include a discussion around Active Leeds Customer Experience. For information on the service please follow the link ABOUT US | Active Leeds

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.

We promote diversity and want a workforce that reflects the population of Leeds and the communities we serve. Leeds City Council is recognised in Stonewall’s Workplace Equality Index 2024. We are also an Age-friendly Employer, a Mindful Employer and a Disability Confident Leader.

All new Leeds City Council appointments are made subject to the satisfactory completion of a six month probationary period.

This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, candidates must consider their own eligibility for sponsorship for a particular role through the Skilled Worker route before applying. To be eligible for sponsorship you'll usually need to be paid the 'standard' salary rate of at least £38,700 per year or meet one of the other eligibility criteria. For more information visit Skilled Worker visa on the government website. Please ensure you are eligible before applying.

Job Description

Job Purpose

As the first point of contact, the primary responsibility of this job is supervise a team of customer service advisors to ensure excellent service is provided to customers who are attempting to contact the service. The job holder will also engage with customers, respond to their queries and provide information regarding the Active Leeds offer.

The role is vital in achieving a high quality and truly integrated service by promoting the image of Active Leeds in a positive way and fully supporting the customer.

The job holder will maintain a polite and professional manner at all time and will work to Active Leeds values.

Responsibilities

To supervise the day to day operation of the Customer Service Centre Team
To ensure that accurate and timely people metrics are produced and developed as required by the business and appropriate staff cover to meet demands.
To ensure all personal and financial data is inputted accurately in line with LCCs data compliance policy
To contribute actively to the development and promotion of customer service.
To work flexibly to meet the needs of customers, and the ongoing development of the service.
To identify areas of continuous improvement or added value in relation to all people transactional systems, processes and procedures.
To ensure departmental targets & KPIs in relation to, booking volumes, call information and management is reported to the Business Membership Manager.
To deal with prospect enquiries, ensuring efficiency & accuracy, ensuring the best possible first impression
Proactively handle & book appointments for the facilities team across all of the Centres, building a great relationship with the facilities team to ensure the transition between appointment booking & centre tour/activity is easy & seamless for the prospective member.
To ensure we offer effective & helpful solutions to members looking to cancel, driving member retention
Use product knowledge to sell additional services/activities by recognising opportunities to up-sell, and cross-sell across the leisure sites.
To take payment for memberships via the phone in accordance with LCC finance policies.
Take ownership of queries & complaints, whether these are via email, phone or via social media ensuring a prompt resolution in line with LCC’s complaints procedure.
To ensure that members debts are recovered in line with the service procedure and work with the direct debit company.
To undertake day to day supervision and management of staff. This will include, as a minimum, the following elements:

Responsibility for identifying staff development needs, ensuring each team member is able to fulfil their potential.
Coaching and mentoring new and existing staff, ensuring they are able to provide the expected level of customer service to all.
Responsibility for reviewing staff performance and progress, including undertaking staff appraisal meetings and completing personal development plans.
Responsibility for agreeing, setting and monitoring personal and team objectives.
Responsibility for ensuring the effectiveness of regular team briefings, keeping staff up to date with developments and issues affecting the service.
Responsibility for the welfare and counselling of staff

To run reports from the Leisure Management System and its component packages, telecommunication system and the Direct Debit Online portal as required.
To report any faults with the IT systems and to take action to minimise the impact of problems affecting performance and targets through the appropriate channels
To ensure the team are effectively trained, developed and that there is appropriate work structures in place to support this and deliver training as required to staff.
To ensure the team provide a professional, high quality and compliant advice, guidance, support and information in line with Company policies and procedures
To liaise with SAL staff and other services as well as internal and external agencies as required.
To carry out all duties in accordance with Council policies including equal opportunities and health and safety.
To undertake any further duties which may be commensurate with the post.

Essential requirements It is essential that the candidate should be able to demonstrate the following criteria for the post. Candidates will only be shortlisted for interview if they can demonstrate that they meet all the essential requirements.

Able to communicate effectively with customers on the phone, face to face and PC.
Able to download and process highly sensitive financial data files.
Able to stay calm when dealing with customer complaints/issues.
Able to offer high level of customer service to the public.
Able to work as part of a team and supervise colleagues within the team.
Able to organise workloads, prioritise these and delegate effectively.
Able to demonstrate excellent literacy and numeracy skills
Able to work to deadlines to ensure the effective collection of Direct Debits within Sport.
Knowledge (understanding) of membership databases
Knowledge of Direct Debit processes inc - BACS, ARUDDS, AUDDIS & ADDACS
Knowledge of good customer care practices.
Knowledge of financial & banking regulations in relation to Direct Debits and Credit/Debit card processes.
Knowledge of Data compliance and safe working practices regarding handling sensitive personal information.
Knowledge relating to the supervision of staff teams
Qualifications demonstrating ability in English Language and Mathematics equivalent to GCSE grade C or above.
NVQ Level 2 in Administration or equivalent.
Experience of working as part of a team within a public facing facility.
Experience of delivering excellent customer service within either a public or private sector organisation.
Experience of dealing with the Direct Debit process including all BACS procedures.
Experience of handling customer queries and complaints.
Experience of supervising staff teams.

Essential Behavioural & other Characteristics

Understand and embrace Leeds City Council Values and Behaviours and codes of conduct.
Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
Able to understand and observe Leeds City Council equality and diversity policies.
Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
Willingness to actively participate in training and development activities.
Flexible and adaptable to change to assist other services as required commensurate to grade.
Participate in appraisal, training, and development activities.
Be aware of and comply with Leeds City Council policies and procedures.
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity policies of Leeds City Council.
Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person.
The Council has adopted a flexibility protocol, and the role will be expected to work within these parameters.

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