Role: Customer Service Team LeaderRate: £12.88 per hour and OT ratesLocation: SouthportHours: 37 hours with a 36-minute daily lunch break. Operates 7:45am to 8:00pm Monday to Friday and 8:45am to 5:30pm on Saturdays. Shifts: working 1 in 3 Saturdays and when a Saturday is worked you will be allocated a day off in lieu in the preceding week. You may be required to work at any time between the hours of: 7.45am and 8:00 pm on any day between Monday to Friday, and 8.45 am to 5:30 pm on Saturday. Adecco are working with the prestigious Her Majesty’s Passport Office (HM Passport Office) a directorate of the Home Office in Southport and are supporting them with recruitment for Temporary Customer Service Team Leaders to join this growing team.Do you have excellent customer service background and strong team management skills? If you do this is a fantastic opportunity to gain valuable experience on the processes and procedures that are relevant to the Home Office as well as the opportunity after training to move into a fixed term contract for up to 22 months.The role is to be responsible to lead, manage and develop customer service agents. Ensuring that consistent targets for quality, efficient and customer service whilst dealing with a wide range of customer focused activities such as resolving telephone queries and e-mail enquiries by phone, email and letter relating to Passport application and Certificate orders and to provide advice and guidance on a range of complex nationality, eligibility and procedural enquiries to customers.Managing and prioritising resource to ensure team targets are achieved Accountable for the team’s investigations of customer correspondence and complaints ensuring that responses by telephone, email and letter meet the required quality standards. Effectively resolve escalated enquiries/complaints referred by team members to the satisfaction of all parties. To be successful you will need:Leadership experience and able to deliver high quality service and deliveryExcellent communications skills for both written and verbal and able to liaise with a wide range of diverse customersPro-actively role model and promote and inclusiveExcellent interpersonal skills and are flexible, adaptable and creative in solving problems and dealing with change A strong sense of personal ethics and honesty Manage potentially difficult and challenging situations Proficient in ITWe need individuals that are confident in leading a team ideally in a contact centre, but they will consider candidates from other backgrounds with strong leadership skills. Full training will be given.The Benefits – you will be on Day 1 rights straight away which means equivalent hourly salary as a permanent employee and increased holiday to 35 including bank holiday and once training has been passed you will be a fixed term employee for up to 22 monthsDue to the sensitive nature of the work CTC security clearance will need to be obtained, you will need the following:Resided in the UK for the last 3 yearsHave a *current* British Passport or settlement status due to the sensitive nature of the workNI Number2 x proof of addresses (all in UK)5 years full history with no gaps of more than 1 month3 years solid reference with no gaps of more than 1 month Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information – please copy and paste the following link in to your browser

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