Team Leader - 25941

2
Yorkshire and the Humber
Rotherham , Sheffield
Templeborough, Quadrant Two
Staff Grade 5
Secondment
Full Time, Part Time, Part Time/Job Share
Contact Centre
£37,462 pro-rata
Working as a Team Leader in Contact Centre Services (CCS) means joining a friendly, diverse team working together to create better places for people and wildlife.
If you’re part of the Environment Agency (EA), you’re part of the solution. Working with us means protecting and improving the environment and tackling issues of national importance. Our responsibilities span industry regulation, flood defences, land contamination, water quality, fisheries and conservation across England.
Contact Centre Services (CCS) is the first point of contact for many of the Environment Agency's customers. We manage over half a million contacts with customers every year.
We are looking for team members who are enthusiastic and self-motivated to lead our Customer Service Advisors. These vacancies are opportunities to lead and manage teams in our National Customer Contact Centre and the Incident Communication Service.
This is an exciting opportunity to work in a front-line team where your actions and decisions make a real difference for the customers we serve. Whether you are an experienced team leader looking for an opportunity to broaden your experience by participating in the delivery of a customer facing national service, or an aspiring team leader who wants to grow their skill in leading people and managing services.
Your positive, visible, and creative leadership style will motivate and inspire the team to achieve successful environmental results whilst providing excellent customer service. With excellent people skills you will provide leadership for your teams' health, safety and wellbeing as well as ensure their personal development.
You will also develop a network of contacts within the organisation as you lead administrative processes delivered by your team.
Contact Centre Services is a diverse, vibrant and friendly team which handle over 500,000 customer interactions every year. There’s our Operations team including the National Customer Contact Centre and the Incident Communications Service (24x7 365 days) and our Business and Customer team, who support the running of Operations, deliver change and champion the customer for the organisation. You will part of the CCS Leadership team, contributing to making CCS a great place to work.
The successful candidate will:
• have the ability to lead, motivate, support and develop a team of customer service advisors
• provide clear direction to the team on key priorities especially when we are in incident
• be passionate about people, both in your team and with our customers, and have good communication and influencing skills
• be able to demonstrate leadership to deliver outcomes through others
• have excellent customer service skills and experience of delivering work in a fast-paced environment
• have experience of influencing others to achieve outcomes.
If you want to know more please contact Richard Tibble at richard.tibble@environment-agency.gov.uk or Louisa Jones at louisa.jones@environment-agency.gov.uk who will put you in touch with someone who can help.

The Environment Agency is fully committed to having an inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share. Contact Centre Services work from two sites, Sheffield and Rotherham and support a hybrid working model with a mix of home and office working

22/03/2023, 23:55 hours

Basic Check
Up to 6 or 12 months
Leads People
Description: Provides leadership that inspires and motivates others to achieve their personal goals and the goals of the Environment Agency

Application question: Please tell us about a time when you have ensured a team have completed work on time and to the required standard.
Focuses on Customers and Partners
Description: Addresses the needs of internal and external customers, provides rapid and effective responses

Application question: Please describe a time when you have balanced the needs of your stakeholders when you were trying to achieve a goal.
Delivers Results Through Others
Description: Harnesses the team to deliver results on time, to required standards and in line with organisational processes and procedures.

Application question: Please tell us about a time when you have led your team to accomplish significant achievements in difficult circumstances
If you are applying from the Civil Service please note that the Environment Agency is not a part of HM Civil Service and you would not be a Crown Servant in the event of being appointed. Therefore, you will not be eligible for continuous service. For applicants who currently work in local government or other bodies listed in the Redundancy Payments (Continuity of Employment in Local Government etc) (Modification) Order 1999, you may be eligible for continuous service for the purpose of calculating any future redundancy payment. If you are unsure of your status then you should contact your own HR Team.

We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.

We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.

The Environment Agency, as a Non-Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls . Should you wish to become a support supplier on one of these frameworks or contracts please visit https://www.gov.uk/government/publications/become-a-crown-commercial-service-supplier/becoming-a-supplier-through-the-crown-commercial-service-what-you-need-to-know for more information.

This Vacancy is closed to applications.