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Customer Service Team Leader

Adecco (via Joveo)




Posted: 24/11/2021

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Team Leader


7:45am to 8:00pm Monday to Friday and 8:45am to 5:30pm on Saturdays.

£12.88 per hour – temp to perm

Her Majesty’s Passport Office (HM Passport Office) is a directorate of the Home Office and is a customer focused organisation providing passports for British citizens, passport verification services and overseeing the delivery of civil registration in England and Wales. HM Passport Office employs around 4,000 people across the UK.

Job description
The Customer Service Management Team Leader is responsible for leading, managing and developing a team of Customer Service Agents within a Customer Service environment, to support the wider HM Passport Office operational network.

The team will be required to consistently meet targets for quality, efficiency and customer service when dealing with a range of customer focused activities, both by telephone, email or letter.

The team leader will also aim to improve the overall customer experience for HM Passport Office customers.

A key part of the role will be workforce planning to ensure optimal deployment of the team.


* Leading an operational team to deliver objectives set out in the business plan

* Monitor customer contact across multiple routes (telephone, email, post) ensuring that Agents time and productivity is maximised to the full and all contacts are dealt with in line with business targets

* Managing and prioritising resource to ensure team targets are achieved

* To be accountable for the team’s investigations of customer correspondence and complaints ensuring that responses by telephone, email and letter meet the required quality standards.

* To effectively resolve escalated enquiries/complaints referred by team members to the satisfaction of all parties.

* Excellent written and oral communication skills and able to communicate confidently with a wide range of diverse customers

* To be able to make effective decisions and give clear direction to the team

* Effectively identifying opportunities for process improvement and implementing change as appropriate

* Ensuring the correct application of HR policies by managing performance in line with HMPO guidance; agreeing goals, reviewing and driving performance and continuous improvement

* Conducting quality assurance activities to ensure high standards are maintained

* Supporting individual development whilst identifying and addressing development needs

* Show pride and passion for your work and positive and inclusive engagement with your team.

* Engaging and motivating our people through effective focused communication

We are looking for leaders who:

* Are flexible and able to successfully perform a range of multi-skilled duties.

* Have proven experience of understanding and delivering high quality customer service along with evidence of continual improvement in delivery.

* Pro-actively role model and promote and inclusive workplace promptly dealing with inappropriate behaviours and language when they arise including any instances of discrimination or misconduct.

* Have excellent interpersonal skills and are flexible, adaptable and creative in solving problems and dealing with change

* Have a strong sense of personal ethics and honesty

* Can confidently manage potentially difficult and challenging situations

* Can demonstrate sound interpersonal, communication and relationship building skills and thrive working as part of a team

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