Job Description Job Title: Customer Services Team Prepared by: Mike Brean

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1 Job Description Job Title: Team Prepared by: Mike Brean Leader Business Unit: Date: 27 March 2009 Purpose of the job: Responsible for the day to day management of a team of customer service officers within H&F Homes customer services centre dealing with enquiries to agreed performance standards, including 80% at the first point of contact. Key Responsibilities: - 1. Responsible for the management, organisation and co-ordination of the day to day work of a team of customer service officers within H&F Homes customer services centre to deliver the highest standards of services to customers. Ensure the customer services centre is adequately resourced by liaising with relevant staff and planning resources effectively. 2. Ensure that customer enquiries are dealt with in accordance with the performance and service standards as laid down by H&F Homes, including 80% at the first point of contact. Personally deal with more complex enquiries, including complaints and member enquiries, in accordance with H&F Homes set procedure. 3. Maintain effective relationships with service colleagues, key stakeholders, contractors, hard to reach groups, the wider community and other organisations to ensure the effective delivery of customer services. 4. Undertake customer surveys, consultation, exit surveys and elicit feedback on services in order to improve service delivery. 5. Challenge current methods of service delivery and identify, recommend and implement improvements. Keep up to date with customer services centre best practice to improve customer satisfaction and reduce costs. 6. Maintain and develop a thorough and up-to-date working knowledge of H&F Homes services including procedures, guidance and legislation to deal with customer enquiries. Implement any changes to procedures, business processes, technology and legislation. Continually assess the effectiveness of the team, especially in terms of quality of service, for example abandoned calls, and make any necessary adjustments. 7. Monitor and co-ordinate financial and other management information relating to the work of the teams. Critically analyse information, monitor performance and make recommendations for continuous improvement to meet targets. Prepare and present reports and management information relating to performance, budgets and any other aspect of the team s work. 8. Ensure that customer service officers achieve the required performance targets and standards in accordance with the business plan. Monitor and report progress and performance, provide feedback and take appropriate corrective action. Ensure that personal targets and deadlines are met. 9. Ensure all relevant correspondence is answered. Ensure all complaints, Board,

2 Elected Member and MP enquiries relating to the work of the section are answered in accordance with set procedures and guidelines. Monitor, track and analyse complaints making recommendations on trends and improvements that will reduce volume and pattern of complaints and improve quality of service. 10. Motivate, develop, coach, train, induct and formally appraise employees to set performance standards, recognise achievement and deal with performance issues. 11. Ensure the efficient and effective operation of information and communications technology systems and databases. Maintain knowledge of current developments in ICT, research emerging technologies and make recommendations to support improvements in the delivery of customer services. Use information collected from all customer interactions to inform future strategies and plans. Dimensions: - People: Number of direct reports is 5 FTE. Money: Not applicable. Volumes: Customer services Approximately 38,500 incoming telephone calls (via ROC) per annum. Approximately 32,500 outgoing telephone calls (via ROC) per annum. Nature and Scope 1. Promote and implement H&F Homes equal opportunities policy, equality and diversity agenda and tackle discrimination in relation to all members of the community. Ensure that there is appropriate and effective access to services and relevant information about services for all. 2. Represent H&F Homes at formal and informal meetings and forums both internally and externally and attend meetings with officers, Board Members, Councillors and customers as required. 3. Participate in all relevant training as required. 4. Responsible for the recruitment and selection of employees. Deal with any discipline and grievance issues in accordance with set HR policies and procedures. 5. To maintain a working knowledge of Health and Safety at Work Act and associated legal requirements and regulations and ensure full compliance within the working environment. 6. To ensure the provisions of the Data Protection Act 1998, Local Government Act 2000 (Access to Information) and related regulations operate, and guide users in relation to confidentiality of information.

3 7. Responsible for responding to emergencies, in or outside of normal office hours to ensure that the impact on residents is minimised, and to assist with the setting up and running of rest centres, as required. 8. The post holder will be required to cover extended opening hours. 9. The above duties and responsibilities give a broad outline of the functions of the post. However by necessity, these duties must be approached in a flexible manner to accommodate the changing needs and demands of the service provided by H&F Homes. The post holder will be expected to adapt to changing circumstances and therefore the outline of duties may change from time to time Discussed with job holder Line Manager: Date: Job Holder: Date: Organisation chart Centre Manager Team Leader Team Leader Officer (5.0 FTE) Officer (5.0 FTE)

4 Skills & Knowledge Experience Person Specification for Team Leader Evidence of a clear understanding of all aspects of customer services and able to demonstrate commitment to continuous improvement. A broad understanding and knowledge of housing and other relevant legislation and regulatory framework within housing. Able to listen carefully, and assimilate information quickly. Able to ask clarifying questions and provide accurate information. An ability to implement creative and imaginative approaches and identify new options for service development. Able to lead, motivate and develop the team, give clear direction and feedback in order to improve performance. Able to find innovative solutions and lead staff in generating ideas. Able to seek out and disseminate best practice in order to effectively deal with diverse, complex and highly sensitive situations. Able to remain calm in pressurised circumstances and able to deal with difficult situations Able to utilise information and communications technology. Able to maintain up to date information and retrieve information quickly and accurately to help customers. Knowledge of health and safety legislation and procedures, and an understanding of its practical application in the workplace and in relation to a customer centre. An understanding of and commitment to equalities legislation and the policies of H&F Homes, and able to apply it to working practices. Track record of success working in a customer facing service and dealing sensitively and effectively with customer issues. Significant experience of managing a team of Customer Service Officers/Advisors dealing with telephone enquiries to provide a high standard of customer service. Experience of analysing and interpreting data to plan resources effectively. Experience of Customer Service Centre technologies and operations. Experience of reviewing and implementing new, improved processes and enquiry handling scripts. Application, Test, or Interview T T T T

5 Person Specification for Team Leader Performance Management Experience. Application, Test, or Interview Qualification & Training Learning Excellence Experience of managing and monitoring budgets and analysing financial information. Educated to A Level, or trained and qualified in Housing or Customer Service, Supervisory or Management qualification, with evidence of continued training, or sufficient experience to demonstrate ability. Learns and develops Continuously improves Delivers results Customer focus T T T Key competencies Accountable Positive Takes responsibility Integrity Self management Optimistic T T Leadership T Strategic thinking T

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