Team Leader in Contact Centre Services -24962

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.

Did we mention that we are a friendly team? We will welcome you with a comprehensive induction package and introduction to our vibrant culture. We are committed to inclusivity. You will have the opportunity to join one of our many staff support groups, which include BAME Networks, Women's Networks, and LGBT+ Networks. The health, safety, and wellbeing of every member of our team is important to us.

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.

First you need to answer three capability questions. It is important that you read the questions carefully and where you can use a specific example.

Our hybrid working model combines home and office working. The minimum requirement is that you work from one of our offices in Sheffield or Rotherham at least one day a week. It may be necessary for you to work from either location on some occasions.

To discuss the role please call Karen Pitts 07780338138, Paula French 07770955793 or Shane Madley 07775550982 or email ccsrecruitment@environment-agency.gov.uk.

Tell us about a time when you have ensured a team have completed work on time and to the required standard.

Describe a time when you have balanced the needs of your customers and stakeholders when you were trying to achieve a goal.

Give an example of when you led a team to achieve significant achievements under difficult circumstances?