Team Manager

We have a fixed term vacancy (6mths+) to start in January 2017, for a operational Team Manager within our busy business support hubs, based within North Somerset Council. This role is to lead and develop a team of up to 25 full-time and part-time business support staff, whilst ensuring the delivery of a high quality day to day support and advisory service to internal and external service users meeting KPI's and statutory requirements. Daily activities will include being the point of escalation for your team to resolve operational issues, reporting on team performance, planning workloads to ensure all work is completed and managing enquiries from all stakeholders, including the client. Also working with other team managers within the department to ensure we achieve our common goals. Provide leadership, development & coaching to a team of customer service agents.Monitor individual and team performance (using both quantitative and qualitative measures) to ensure a high level of service is maintained.Proactively plan the demanding workload and distribute to your team to ensure service quality and performance is always met.To understand and ensure adherence to all SLA's, KPI's and statutory requirements.Anticipate and identify where workload exceeds capacity and plan operational solutions and where required, work with other team leaders to resolve. Escalate in a timely manner where necessary.Should operational issues arise, identify and undertake action to bring about service recovery.Produce daily operational reporting that gives a transparent view of all service performance to our stakeholders.To engage with customers and stakeholders daily, building excellent working relationships and shared understanding of the outcomes required.Manage and motivate your team to achieve performance targets, identify and provide any coaching or support required.Identify opportunities for improving service and processes to ensure your team are working in the most effective way.Facilitate team meetings in an innovative and engaging way.Follow all performance management guidelines as required, including performance and absence management. Liaise with HR where necessary.To produce agents personal development plans and identify agents training requirements and be responsible for building a highly effective and resilient operational team.Undertake recruitment and induction/training of new team membersAs a key member of the management team, work collaboratively to deliver service transformation and continuous improvementPassionate about service deliveryAbility to work on own initiative and unsupervisedAbility to identify weaknesses in the current processes and propose improvementsExcellent communication skillsPassionate about people managementHigh energy levels with positivity and resilienceAbility to work under pressure and adhere to strict service deadlinesGood understanding of Microsoft Excel We are offering a competitive salary depending on skills and experience. This role is based within North Somerset and we require you to work flexibly across all the North Somerset Council sites.