Case Services Team Leader - Regulatory and Parking Services
Case Services Team Leader
About Us:
We pride ourselves on delivering exceptional experiences to both internal and external customers. Our commitment to adding value ensures that we consistently achieve the right outcomes.
Role Overview:
As the Case Services Team Leader , you will play a pivotal role in managing a team of dedicated caseworkers. Your primary responsibility will be to respond to and resolve service requests from external customers. By leveraging your technical knowledge, adherence to business rules, and familiarity with statutory guidance, you’ll ensure that cases are handled efficiently and effectively. Attention to detail, accuracy, and a strong customer focus are essential qualities for success in this role.
Key Responsibilities:
- Case Resolution: Lead your team in promptly addressing service requests, utilising technical expertise and established workflows.
- Customer Focus: Maintain a high standard of service by ensuring attention to detail and accuracy throughout the case resolution process.
- Self-Service Promotion: Encourage self-service options where appropriate to enhance efficiency.
- Record Keeping: Ensure meticulous records are kept using our systems.
- Service Coverage: Handle cases spanning various council services, with a specific focus on Parking, Environment, and Regulatory matters.
- Team Management: Collaborate with the Head and Deputy Head of Customer, Case & Parking Services to continuously improve work processes, standards, and compliance.
- Workflow Efficiency: Manage case resolution timelines, striving for quick and effective resolutions.
- Quality Assurance: Conduct quality checks and provide training and support as needed.
- Interdepartmental Coordination: Work closely with Customer Services and Specialist Services to ensure seamless handoffs.
- Performance Standards: Uphold agreed-upon performance metrics and address any issues promptly.
Essential criteria:
-Proven ability to lead a team with experience in all aspects of people management including effectively manage performance, setting targets and dealing with issues as they arise
-Experience in setting, maintaining and monitoring standards of accuracy, diligence and service delivery
-We are seeking applicants who are educated to NVQ level 3 / A Level standard or have experience in the service area.
Desirable:
- Professional business qualification
- Part qualified in a specialist service qualification or working towards this
- Experience in selection and recruitment
If you are interested in this busy and varied role, please apply online.
Closing date for applications: 21st July 2024
Interviews W/C : tbc
For an informal chat about the role, please contact marc.chapman@guildford.gov.uk
About Guildford
Guildford is a regional centre for leisure, business, education, shopping and culture set in beautiful countryside that includes the Surrey Hills Area of Outstanding Natural Beauty. Guildford is a thriving market town and is a principal shopping destination with a vibrant night time economy. The town’s geographical location provides excellent transport links in all directions, London is just 30 minutes away on the train and the town is well-served by frequent bus routes and subsidised Park and Ride facilities. All of this contributes to a quality of life that attracts many people to live, work in and visit Guildford.
We are an equal opportunity employer and value diversity. All employment decisions are made on the basis of qualifications, merit and business need. Our organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects all staff and post-holders to share this commitment. To fulfil this commitment we have robust systems in place for the safe recruitment of staff and volunteers.